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Prague Exprerience Booking Information

Terms & Conditions - Booking Information

Prague Experience offices are open Monday to Saturday and for limited hours on Sunday. Bookings are processed immediately during office hours, but please allow us time to finalise arrangements before we email you the booking confirmation.

Price & Ticket Information


All services must be booked in advance.

With Prague Experience there are NO hidden extras.
Prices include ALL taxes and service charges, and there are NO credit card fees.

Tickets for performances (opera, ballet, concert & theatre) carry a small booking fee, but there is no fee on the Opera & Dinner Package, and no fee on any other service.

Where advance payment is required, 'Travel Experience Ltd' is the name that will appear on your credit or debit card statement. Payments are charged in Pounds Sterling () at the current exchange rate, which is shown on the website. Euro and Dollar rates are guide rates to help calculate prices in these currencies.

Payment can also be made by bank transfer in Czech Crowns, Euros, US Dollars and Pounds Sterling. For further information: contact us.

Nationals of all countries are welcome to book with Prague Experience. Our customers travel to Prague from around the world.

Booking Confirmation / E-ticket
We confirm most bookings by email within 24 hours, usually within just a few hours, and even sooner for last minute bookings.

Your confirmation / e-ticket can either be printed out or shown on a smartphone
(except for a few concerts at Municipal House, for which tickets need to be printed).

Help & Assistance in Prague
In case you need assistance in Prague, your booking confirmation / e-ticket will include an emergency telephone number for the person or organisation you need to talk to - the taxi driver, restaurant, sightseeing guide, concert organiser, etc.

You can also telephone or email the Prague Experience offices, which are staffed by fluent Czech and English speakers ready to assist you.

Internet Security


We take the security of personal information seriously and utilise 256-bit Secure Socket Layer (SSL) encryption technology throughout the website.

Terms & Conditions - Cancellation Policy


If you need to cancel a reservation, we will try to help wherever possible.
To begin with, we offer a "cooling off" period for most services, during which time you can cancel your reservation and get a full refund.

After the cooling off period, we will do what we can to assist you. Provided you give sufficient notice, we may be able to change the date of a reservation free of charge.

If you need to claim on travel insurance, we can provide a letter to support this.

Individual Bookings (1-8 people)
Cooling off period: cancel a booking within 7 days of making it, and receive a full refund and incur no cancellation fee - provided this is more than 7 days before arrival. Alterations are also free of charge.

Up to 7 days before arrival: after the "cooling off period" and up to 7 days before arrival, cancellations incur an administration fee of 300 CZK (£10/€12/$14) per person per service or per ticket per service. Alterations may be possible free of charge.

Within 7 days of arrival: bookings are non-refundable. Customers are liable for the full cost of the service they have booked. Where payment has not already been taken, if a customer cancels or fails to arrive to participate (a 'no-show') in a service booked, we reserve the right to deduct the amount due from their credit or debit card, or to issue the customer with an invoice for the amount due.

Exceptions:
1. opera/ballet/concert/theatre tickets are non-refundable.
2. some services carry a unique cancellation policy that overrides this standard policy on certain dates or for other reasons. Where applicable, we will advise you before you book.

Unique cancellation policy for New Year's Eve Traditional Czech Night:
New Year's Eve: Until 15 December: 300 CZK (10/12/$14) per person; 16-31 December: 100% cancellation charge.

Group Bookings (9 or more people)
Cooling off period: cancel a booking within 7 days of making it, and receive a full refund and incur no cancellation fee - provided this is more than 30 days before arrival. Alterations are also free of charge.

Up to 30 days before arrival: after the "cooling off period" and up to 30 days before arrival, cancellations incur an administration fee of 300 CZK (£10/€12/$14) per person per service or per ticket per service. Alterations may be possible free of charge.

Within 30 days of arrival: as a general policy, bookings are non-refundable. However, in some circumstances, and at our discretion, it may be possible to reduce group numbers either free of charge or by incurring an administration fee of 300 CZK (£10/€12/$14) per person per service or per ticket per service. Notwithstanding this, customers are liable for the full cost of the service they have booked. Where payment has not already been taken, if a customer cancels or fails to arrive to participate (a 'no-show') in a service booked, we reserve the right to deduct the amount due from their credit or debit card, or to issue the customer with an invoice for the amount due.

Exceptions:
1. opera/ballet/concert/theatre tickets are non-refundable.
2. some services carry a unique cancellation policy that overrides this standard policy on certain dates or for other reasons. Where applicable, we will advise you before you book.

Unique cancellation policy for New Year's Eve Traditional Czech Night:
New Year's Eve: Until 15 December: 300 CZK (10/12/$14) per person; 16-31 December: 100% cancellation charge.

How to change or cancel a booking
A request to change or cancel a booking must be made in writing by replying to an email Prague Experience has sent you or by sending us an email via our online form.
Cancellation requests made after 2pm (Czech) / 1pm (UK) time will be deemed to have been received the following day.
You are welcome to telephone us to discuss the options available.

Terms & Conditions - General Policy


Use of the website www.pragueexperience.com is subject to the following terms and conditions. Your use of the website, and any action taken pursuant to the use thereof, constitutes your acceptance of them. If you do not agree with any part of the terms and conditions, do not use the website or our services. The terms and conditions do not affect your statutory rights.

Prague Experience reserves the right to change the terms and conditions and other information on the website at any time by posting changes online. You are responsible for regularly reviewing the information on the website, to obtain timely notice of such changes. Your continued use of the website and our services after changes are posted constitutes your acceptance of this agreement as modified by the posted changes.

1. You warrant that all details you provide to Prague Experience and our partner organisations for the purpose of booking a service or making an enquiry are true, accurate, current and complete; and that any credit or debit card you use is your own, and that there are sufficient funds in your account to cover payment for any services you book.
2. The website is an online city guide and booking service. It includes information to help users make decisions on planning their time in Prague. While we go to considerable lengths to ensure the accuracy of this information, details are subject to change and Prague Experience cannot be held liable for inaccuracies. If you find incorrect information or wish to suggest additional information for inclusion, we would welcome your feedback.
3. Star ratings and price ratings used on the website are those of Prague Experience, and are for guidance purposes only. Where a service supplier or official local inspection scheme sets a rating, we normally use the same rating. Any opinions expressed on the website are solely those of Prague Experience.
4. Photographs and other images used on the website are for illustration purposes. We aim to ensure images reflect the service to which they are connected, but they do not necessarily represent in full the service a customer will receive.
5. Reservations made through Prague Experience are subject to availability and cannot be construed as confirmed until we send confirmation to the customer in writing.
6. Where advance payment is required for a reservation, the relevant amount will be deducted from the customer's credit or debit card, and the customer will be informed in writing of the amount taken and the reason for the transaction.
7. In order that we may offer as broad a range of professionally run services as possible, Prague Experience may not be the ultimate supplier of services listed on the website. We do not own the theatres, restaurants, hotels, apartments, activity centres, and other buildings and vehicles used in the provision of services, we make reservations on your behalf as agents for the service provider(s).
8. Prague Experience has worked for many years with the suppliers of most services listed on the website. Services are offered in good faith, with the co-operation of the service suppliers. However, for operational and other reasons, at any point either before or after a service has been booked, the supplier of the service may alter or cancel it without prior notice (for example, the supplier may alter the menu at a restaurant, the programme at a theatre or concert venue, the itinerary or course of a river cruise or sightseeing tour, the boat used for a river cruise, or change the allocated hotel room(s) or apartment(s)). This may be with or without our knowledge. Where we are made aware of a change, we will endeavour to inform the customer, and where relevant, update the website. Prague Experience cannot be held responsible for failing to inform a customer of the alteration or cancellation of a service they have booked, or for any additional costs the purchaser of the service or their associates/agents incur as a result of the alteration or cancellation of that service. Where a service is substituted for one of a lower value and payment has already been made, we will refund the difference in price.
9. We reserve the right to contact a customer at any point with a revision of price for a service, including after a confirmation has been issued, in the event of a pricing error or of a revision of price by the supplier. Where the customer does not accept the revision, he or she has the right to cancel, and where payment has been made, expect a full refund for the service.
10. Where a service is booked through Prague Experience or through an organisation referred by us, Prague Experience has no liability for direct or consequential loss (financial or otherwise), damage, delay, inconvenience or injury, howsoever caused, in relation to the participation or non-participation of an individual in the service. Services are undertaken at the risk of individual(s) participating in the service. This clause applies to you, persons accompanying you, persons participating in the service on your behalf, and persons for whom you have booked the service for, or recommended the service to.
11. You agree that you, and the people you book a service on behalf of, will meet the basic requirements that can be reasonably expected of someone who participates in such a service, including that you will be medically and mentally fit to do so. An example would be where a certain age, weight, height and level of fitness, mobility, awareness and sobriety is either required by the service operator or can be reasonably expected of a participant in the service. These basic requirements can be stated anywhere on the website or on the websites of our partner organisations, or in correspondence we or our partner organisations send to you. These basic requirements can be a requirement of the law of the country in which the service is undertaken. These basic requirements can be a generally accepted principal, including a generally accepted medical principle.
At the time of booking a service, you are required to inform us, and any partner organisations we may refer you on to, of any medical or mental conditions that you, and any people you book the service on behalf of, have that may effect your or their ability to participate fully in the service, or that may impact on other participants in the service. This includes your responsibility to inform us or our partner organisations if you or anyone you are booking on behalf of is a wheelchair user or has walking difficulties.
Where we advise that a tour is appropriate for wheelchair users and transportation is included, wheelchair users must bring a folding wheelchair and a travel companion to assist with getting on and off vehicles. For wheelchair users and people with walking difficulties, it may be necessary to forgo certain parts of a tour or other service you are booked on to, depending on the needs of the individual concerned.
12. You agree that you, and the people you book a service on behalf of, will respect the law of the country in which the service is undertaken, and will respect any instructions we or our partner organisations give you. This includes, but is not limited to, adhering to safety advice, and keeping noise and behaviour to an acceptable level. Failure to adhere to this will result in the termination of the service without refund.
13. Any aggression or abuse directed towards our staff or the staff of our partner organisations will not be tolerated. Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. Failure to adhere to this will result in the termination of the service without refund.
14. Participants in action activities or extreme sports may be required to sign a disclaimer form prior to the commencement of the activity or sport. Where Prague Experience or one of our partner organisations has informed a customer of the existence of a disclaimer form, the refusal of any participant to sign it will result in the cancellation of the activity or sport without refund. A copy of the disclaimer can be requested in advance.
15. Reservations for hotels and apartments may require either a credit card or a damage/furniture/keys deposit to be presented at check-in. Any deposit payable will be of a reasonable nature and fully refundable provided there is no damage and keys are returned. If applicable, details will be included in your booking confirmation.
16. Insurance is not included in services provided by Prague Experience or our partner organisations. We recommend participants in any service booked through Prague Experience or one of our partner organisations takes out adequate insurance to cover against all eventualities: Travel Insurance.
17. Prague Experience and our partner organisations will not be liable for any costs incurred by you and the people you book a service on behalf of.
18. In making a reservation through Prague Experience, the customer agrees to abide by the terms set down in our Cancellation & Alteration policy.
19. In making a reservation through Prague Experience, the customer agrees to abide by the terms set down in our Complaints Procedure.
20. In order to process a reservation, enquiry or feedback submitted by you, Prague Experience needs to collect and store personal information from you, including contact details and sometimes payment details. Where Prague Experience is not the ultimate supplier of a service, we may pass certain information on to the supplier. This is on the strict understanding that the information is used solely for the purpose of the reservation, enquiry or feedback: Privacy Policy.
21. Prague Experience or the supplier of the service may sometimes use the payment details a customer provides to pre-authorise their credit or debit card. This does not deduct any money, it simply checks that the card is valid and has enough money to cover the reservation. Where advance payment is required, for certain services the supplier may process the payment.
22. Whilst we endeavour to ensure the website is available 24 hours a day, Prague Experience cannot be held liable if the website is unavailable at any time. Prague Experience shall not be liable for any damages (including, without limitation, damages for loss of business or loss of profits) arising in contract, tort or otherwise from the use of or inability to use the website, or any material contained in it, or from any action or decision taken as a result of using the website or any such material.
23. Prague Experience accepts no responsibility for the content of any website to which a hypertext link from the website exists. Such links are provided on an "as is" basis, with no warranty, express or implied, for the information provided within them.
24. These terms shall be governed by and construed in accordance with English and international law.
25. If any of these terms should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country in which these terms are intended to be effective, then to the extent and within the jurisdiction in which that term is illegal, invalid or unenforceable, it shall be severed and deleted from the clause concerned and the remaining terms and conditions shall survive, remain in full force and effect and continue to be binding and enforceable.
26. Prague Experience is a division of Travel Experience Ltd: Company Registered in England. Company Number 04493003. VAT Number GB108297212.
Use of the trading name Prague Experience and website www.pragueexperience.com is granted under licence by Travel & Property Ltd: Company Registered in England. Company Number 07424668.
Registered Office: Melbury House, 34 Southborough Road, Bromley, Kent, BR1 2EB.

Travel Insurance


We strongly recommend taking out a comprehensive travel insurance policy, to cover:
Medical Expenses and Repatriation, Personal Accident and Liability, Travel Delays, Abandonment and Missed Departure, Cancellation and Curtailment, Personal Effects, Baggage and Money. If you are booking a service through Prague Experience or through an organisation that we have referred you on to, please ensure you are fully covered by your travel insurance policy to participate in that service.

Complaints Procedure


We want you to enjoy your time in Prague, so if you encounter a problem with a service or venue booked through Prague Experience, it is best to sort it out quickly. If you wait until you come home to inform us of an issue, no matter what action we take your trip will already be over.

If the service you experience is not what you expect or if you have any other concern, where appropriate please report it immediately to the service operator, while the service is ongoing (tell the tour guide, river cruise operator, hotel reception, apartment operator, restaurant manager, box office, etc.)

If your are unsure who to approach or are dissatisfied with the response you receive, contact our reservations office, which is staffed with Czech and English speaking personnel.

Your continued participation in a service without raising the issue in a timely fashion, and without informing us, may be deemed to be an acceptance of the service provided.

Where it is necessary to follow this up with a complaint at a later date, please write to us by email or post. Include as much relevant information as possible, so that we can deal with the issue promptly. You must contact us within 7 days of the end, or scheduled end, of the service. We are unable to accept complaints lodged after this. Complaints will only be accepted when accompanied by written evidence that an initial complaint was lodged with a representative of the service operator.

Copyright Notice


Unless otherwise stated, copyright and any other rights to material displayed on the website are the sole property of Travel Experience Ltd. Website visitors are permitted to print and download extracts from the website on the following basis: a. use of documents and related graphics on the website are for information and/or personal use only; b. any copies of these pages saved to disk or to any other storage medium may only be used for subsequent viewing purposes or to print extracts for personal use; c. no documents or related graphics downloaded from the website can be modified; d. graphics downloaded from the website are not to be used separately from the accompanying text; e. Travel Experience Ltd copyright notice (© 2002-2019 Travel Experience Ltd) and the words Prague Experience must appear in all copies; f. no part of the website may be reproduced or stored on any other website, or included in any public or private electronic retrieval system or service without the prior written permission of Travel Experience Ltd; g. any rights not expressly granted in these terms are reserved.
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