General terms and conditions

Article 1 – Definitions

Discover The Hague

Discover Delft, operating under the trade name Discover The Hague, with registered address in the Netherlands, KVK 89751736, VAT NL004760596B94.

Client

the individual or organisation that enters into an agreement with Discover The Hague.

Tour

any guided walk, private tour, or other activity offered by Discover The Hague.

Booking

a confirmed reservation for a tour, made directly or through a third-party platform.

Article 2 – Bookings and Reservations

1. 2.1 A booking is confirmed upon receipt of a booking confirmation from Discover The Hague or the relevant booking platform.
2. 2.2 Bookings made through third-party platforms (such as GetYourGuide or Viator) are subject to the cancellation and refund policies of those platforms, in addition to these terms.
3. 2.3 By completing a booking, the client agrees to these general terms and conditions.

Article 3 – Payment

1. 3.1 Payment terms are as stated at the time of booking. For direct bookings, full payment is due prior to the start of the tour unless otherwise agreed in writing.
2. 3.2 Prices include VAT where applicable. All prices are listed in euros (€) unless stated otherwise.
3. 3.3 For group and B2B bookings, a deposit or advance invoice may be required. Payment terms for such bookings will be specified in the quotation or invoice.

Article 4 – Cancellation by the Client

1. 4.1 Cancellations must be communicated in writing to info@discover-the-hague.com.
2. 4.2 The following cancellation policy applies to direct bookings made through the Discover The Hague website:

• Cancellation more than 24 hours before the tour: full refund.
• Cancellation fewer than 24 hours before the tour: no refund.

1. 4.3 For custom or tailor-made tour offers, the free cancellation period may differ and will be specified in the offer or quotation.
2. 4.4 For bookings made via third-party platforms (such as GetYourGuide or Viator), the cancellation policy of that platform applies.

Article 5 – Cancellation or Changes by Discover The Hague

1. 5.1 Discover The Hague reserves the right to cancel or reschedule a tour in the event of extreme weather conditions, unforeseen circumstances, illness of the guide, or any other situation that makes the tour unsafe or impractical. See also Article 10 (Force Majeure) for events beyond our control affecting multiple tours or bookings.
2. 5.2 In the event of cancellation by Discover The Hague, the client will be offered an alternative date or a full refund.
3. 5.3 Discover The Hague reserves the right to make changes to the tour route or programme for operational or safety reasons. Such changes do not entitle the client to a refund.

Article 6 – Liability

1. 6.1 Discover The Hague is not liable for personal injury, loss, or damage to property sustained during a tour, unless such injury, loss, or damage results directly from gross negligence or wilful misconduct on the part of Discover The Hague.
2. 6.2 Participants join tours at their own risk. Clients are responsible for ensuring that all members of their group are physically able to participate. See also Article 11 (Assumption of Risk and Physical Participation).
3. 6.3 Discover The Hague is not responsible for delays, changes, or cancellations caused by third parties, including transport providers, museums, or venue operators.
4. 6.4 The liability of Discover The Hague is at all times limited to the amount paid by the client for the tour in question.

Article 7 – Participant Responsibilities

1. 7.1 Clients are expected to arrive at the agreed meeting point at the scheduled time. Discover The Hague cannot be held responsible for missed tours due to late arrival.
2. 7.2 Clients must follow the instructions of the guide at all times. Discover The Hague reserves the right to exclude a participant from a tour if their behaviour is disruptive or unsafe, without entitlement to a refund.
3. 7.3 Clients are responsible for obtaining any necessary travel insurance prior to their tour.

Article 8 – Privacy

1. 8.1 Discover The Hague processes personal data in accordance with applicable Dutch and European privacy legislation (GDPR). Personal data is used solely for the purposes of managing bookings and communications.
2. 8.2 Personal data is never sold or shared with third parties, except where required for the execution of the booking.

Article 9 – Complaints

1. 9.1 Complaints must be submitted in writing to info@discover-the-hague.com within 14 days of the tour.
2. 9.2 Discover The Hague will respond to complaints within 14 days of receipt.

Article 10 – Force Majeure

1. 10.1 Neither party is liable for any failure or delay in performing its obligations under these terms where this results from circumstances beyond its reasonable control, including but not limited to natural disasters, extreme weather, fire, flood, pandemic or epidemic, government action or travel restrictions, strikes or labour disputes (including at airports, ports, or public transport operators), civil unrest, terrorism, war, or failure of third-party suppliers, venues, or transport providers (“Force Majeure Event”).
2. 10.2 If a tour is affected by a Force Majeure Event, Discover The Hague will make reasonable efforts to offer an alternative date, an alternative itinerary, or a refund proportional to the services not provided. Discover The Hague is not obliged to compensate the client for indirect or consequential losses, including but not limited to missed flights, cruise ship departures, connecting transport, accommodation costs, or other travel arrangements.
3. 10.3 Article 5 (Cancellation or Changes by Discover The Hague) applies in addition to this article for weather- or safety-related decisions specific to a single tour.

Article 11 – Assumption of Risk and Physical Participation

1. 11.1 Tours may involve walking on uneven or cobbled surfaces, canal-side paths, stairs, bridges, and areas with public traffic, and may take place outdoors in a range of weather conditions. By participating, clients acknowledge these inherent risks and confirm that all members of their group are in adequate health and physical condition to take part.
2. 11.2 Clients must inform Discover The Hague in advance of any medical condition, mobility restriction, or allergy that may affect a participant’s ability to safely take part in a tour.
3. 11.3 Tours generally proceed in light rain or ordinary weather conditions. The guide may shorten, adapt, or reroute a tour for safety reasons without this constituting a cancellation entitling the client to a refund.

Article 12 – Shore Excursions and Cruise-Linked Tours

1. 12.1 For tours booked in connection with a cruise ship call (“shore excursions”), start times, duration, and itinerary are based on the published or communicated arrival and departure times of the vessel and may be adjusted at short notice if the ship’s schedule changes.
2. 12.2 If a shore excursion cannot take place, in full or in part, because the ship arrives late, departs early, skips the port, or otherwise changes itinerary, Discover The Hague is not liable for this. Discover The Hague will refund only the portion of the tour price corresponding to services not delivered, less any costs already incurred, such as guide fees, tickets, or transport booked on the client’s behalf.
3. 12.3 Clients are responsible for returning to the ship on time. Discover The Hague is not liable for a client missing their vessel’s departure, except where this results directly from gross negligence or wilful misconduct on the part of Discover The Hague.

Article 13 – Our Guarantees

Alongside the free cancellation window in article 4, we make two promises at the point of booking. They are set out here so that what the checkout says and what these terms say are the same thing.

1. 13.1 Free cancellation. Free cancellation up to 24 hours before your tour starts, on the terms in article 4.
2. 13.2 Money back guarantee. If you are not happy with your tour, you get your money back. This guarantee applies to tours booked directly on discover-the-hague.com by individual travellers.
3. 13.3 It does not apply to bookings made by travel agents, tour operators, DMCs or other trade parties, or to bookings made through a third-party platform, where that platform’s own policies govern.
4. 13.4 To claim, tell us within 14 days of the tour date, by email to info@discover-the-hague.com, what went wrong. We refund the tour price in full, minus any costs we incurred on your behalf that we cannot recover, such as museum or attraction tickets, transport, and reservations made for your group. Those costs are named on your booking confirmation, so you can see in advance what is and is not refundable.
5. 13.5 Lowest price guarantee. We also sell our tours through online travel agencies such as GetYourGuide, Viator, Tripadvisor and Airbnb. Booking directly on this website is always the lowest price for the same tour. If it is ever not, we refund you the difference.
6. 13.6 To claim, send us the link or a screenshot showing the lower price at info@discover-the-hague.com, before your tour takes place. The lower price has to be for the same tour, on the same date, at the same start time, for the same group size and with the same inclusions, and it has to be publicly available and bookable at the moment we check it. We verify the claim ourselves on the platform in question.
7. 13.7 The lowest price guarantee does not cover an obvious pricing error on our side or the platform’s, a price shown in a different currency, a rate that requires membership, a discount code or a platform-wide sale that we do not set, or a price that forms part of a bundle or package with other services.
8. 13.8 Both guarantees are given per booking and are limited to the persons named on that booking. Refunds are made to the payment method used for the booking.

Article 14 – Photography, Video, and Marketing Use

1. 14.1 Discover The Hague or its guides may take photographs or video during a tour for internal records and, unless a client objects at the time, for use in marketing materials, the website, and social media.
2. 14.2 Clients may decline to be photographed or filmed by informing the guide before or during the tour. Requests to remove existing material can be sent to info@discover-the-hague.com.
3. 14.3 Personal data included in such material is processed in accordance with Article 8 (Privacy).

Article 15 – Guides and Subcontractors

1. 15.1 Tours may be delivered by employed staff or by independent, self-employed guides working with Discover The Hague. References to “Discover The Hague” in these terms include guides and other subcontractors engaged to deliver the tour.
2. 15.2 Discover The Hague remains the client’s point of contact for bookings, changes, and complaints, regardless of who delivers the tour.

Article 16 – Minors

1. 16.1 Participants under 18 must be accompanied by a parent or legal guardian for the duration of the tour, unless otherwise agreed in writing in advance.
2. 16.2 The accompanying adult is responsible for the supervision and safety of any minor in their group.

Article 17 – Right of Withdrawal

1. 17.1 Because tours are leisure services performed on a specific date, the statutory 14-day right of withdrawal for online and distance purchases under the EU Consumer Rights Directive and Dutch implementing law does not apply. The cancellation terms in Article 4 apply instead.

Article 18 – Miscellaneous

1. 18.1 If any provision of these terms is found invalid or unenforceable, the remaining provisions remain in full force and effect.
2. 18.2 These terms, together with any specific booking confirmation or written quotation, constitute the entire agreement between the client and Discover The Hague and supersede any prior agreements or representations relating to the same booking.
3. 18.3 No failure or delay by Discover The Hague in exercising a right under these terms operates as a waiver of that right.

Article 19 – Applicable Law

1. 19.1 These terms and conditions are governed by Dutch law. Any disputes arising from these terms shall be submitted to the competent court in the Netherlands.
2. 19.2 This choice of law does not deprive a consumer client of the protection afforded by mandatory provisions of the law of the country in which they are habitually resident, where such protection applies under EU consumer law.

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