Refund & Cancellation Policy

Overview

We understand that plans change. This policy sets out your rights when cancelling or modifying a booking with Golden Ticket, and what to expect regarding refunds. Please read it before booking.

1. How to Cancel

To cancel a booking, please contact us as soon as possible:

• By email: info@goldenticket.travel — include your booking reference number and the name used to book.
• By phone: +39 392 515 5490
• Via your account: Log in to My Bookings and open a support case referencing your booking.

The cancellation notice period is calculated from the time we confirm receipt of your cancellation request in writing, not from the time you send it. We aim to confirm receipt within 2 hours during business hours (09:00–18:00 CET, Monday–Saturday).

For bookings made through Viator or GetYourGuide, please cancel directly on those platforms. Their individual cancellation terms apply and may differ from those listed here.

2. Refund Processing

Eligible refunds are returned to the original payment method within 5–10 business days. The exact timing depends on your bank or card provider. You will receive an email confirmation when the refund has been issued.

If you paid via a third-party platform (Viator, GetYourGuide), the refund will be processed by that platform under their timeline.

3. Rescheduling

We are happy to reschedule your booking at no extra charge, subject to availability, if you contact us at least 48 hours before your original tour date. Rescheduled bookings that are later cancelled are subject to the standard cancellation policy from the time of rescheduling.

4. Cancellation by Golden Ticket

We reserve the right to cancel a tour in exceptional circumstances, including:

• Severe weather or natural events that make the tour unsafe.
• Closure of a key site or venue beyond our control.
• Guide illness or unavailability with no suitable replacement.
• A minimum participant threshold not being met (where applicable).

In these cases, you will be offered:

• A full refund to your original payment method, or
• The option to reschedule at no extra cost.

We will contact you as early as possible if we need to cancel, and no later than 24 hours before the tour start time. We are not responsible for any travel or accommodation costs incurred as a result of a cancelled tour.

5. Force Majeure

Events beyond our reasonable control — including but not limited to natural disasters, strikes, government travel restrictions, pandemics, or acts of war — may prevent us from delivering a tour. In such cases we will offer a reschedule or credit note. Cash refunds for force majeure cancellations are at our discretion.

6. Special Circumstances

If you are unable to attend due to serious illness, bereavement, or other exceptional personal circumstances, please contact us. We will do our best to accommodate you, though we cannot guarantee a refund outside the standard policy without appropriate documentation.

7. Contact

Questions about a refund or cancellation? Contact us:
Email: info@goldenticket.travel
Phone: +39 392 515 5490
Hours: Monday–Saturday, 09:00–18:00 CET