1. Service Provider
These Terms & Conditions ("Terms") apply to private guiding services offered by:
[Business legal name — sole proprietorship / CEIDG entry]
Registered address: [Registered business address, Krakow, Poland]
NIP: [NIP xxx-xxx-xx-xx] · REGON: [REGON — optional]
Trading as "Renata Guzera — Private Jewish Heritage Tours"
Email: info@eltours.com · Phone: +48 608 086 958
References to "we", "us", "our guide" or "Renata Guzera" mean the service provider above; "you" or "guest" means the person booking or participating in a tour.
2. Scope of These Terms
We provide private walking tours, genealogy and heritage excursions, and art/studio visits in and around Krakow, guided personally or, where agreed, by a member of our trusted network of independent local guides. These are single, standalone guiding services.
We are not an "organizator turystyki" (tour operator) within the meaning of the Polish Act of 24 November 2017 on Package Travel and Linked Travel Arrangements (implementing EU Directive 2015/2302), because we do not combine our guiding services with transport, accommodation or car rental at a single price as part of one contract concluded with us. Where a longer, multi-day or multi-service itinerary is required, this is arranged separately and directly between you and our independent partner, European Legacy Tours (Eltours), under that company's own booking terms — see Section 8.
3. Enquiries, Bookings & Payment
Enquiries made through our website, by email, phone or WhatsApp are not a confirmed booking. A booking is confirmed only once we have sent you written confirmation of the date, itinerary and price (by email), [and, where requested, received a deposit of [e.g. 20–30%] of the total price].
Prices are quoted per group/private party (not per person, unless stated otherwise), and are confirmed in writing before booking. Prices generally do not include museum or site entrance fees, transport, food or beverages unless explicitly stated. The balance of payment is due [e.g. before the tour date / in cash on the day — to be confirmed]. Accepted payment methods will be confirmed at the time of booking.
4. Right of Withdrawal (Distance Contracts)
If you book as a consumer through our website, by email or by phone (a "distance contract" under the Polish Act of 30 May 2014 on Consumer Rights), you would ordinarily have a statutory right to withdraw from the contract within 14 days without giving a reason.
However, this statutory 14-day withdrawal right does not apply once a tour has been booked for a specific date. Under Article 38(12) of the Act on Consumer Rights, the right of withdrawal is excluded for contracts for services related to leisure, recreational, sporting or cultural events, where the contract specifies a particular day or period of performance. As our tours are always booked for a specific date, this exclusion applies to your booking with us from the moment of written confirmation.
Instead, your rights to cancel, reschedule or receive a refund are governed by our own Cancellation Policy in Section 5 below, which we have designed to be fair and transparent.
5. Cancellations, Rescheduling & Refunds
We understand travel plans change. Our standard policy is:
| Notice Before Tour Date | Refund |
|---|---|
| 14 days or more | Full refund, less any non-recoverable costs already paid to third parties (e.g. pre-booked museum tickets) |
| 7–13 days | 50% refund |
| Less than 7 days, or no-show | No refund |
A one-time rescheduling to an alternative date is offered free of charge where at least 48 hours' notice is given, subject to guide availability. If we need to cancel or reschedule your tour (for example due to illness or circumstances beyond our control), we will offer a full refund or an alternative date, at your choice.
Note for the site owner: these thresholds are a suggested, fair default — adjust the table above to match your actual business policy before publishing.
6. During the Tour
Please arrive on time at the agreed meeting point; tours may need to be shortened if guests arrive significantly late. Guests are asked to follow the guide's reasonable safety instructions and the specific rules of any site visited (including modest dress and respectful conduct at active synagogues, cemeteries and memorial sites). We reserve the right to end a tour early, without refund for the unused portion, in cases of guest behaviour that is unsafe, unlawful, or seriously disrespectful of the sites, communities or other guests involved.
7. Genealogy & Historical Content
Historical and genealogical information shared during tours reflects our own research, training and good-faith understanding of the historical record. Our Genealogy & Ancestral Heritage Tour is a guided visit to locations you identify in advance; it does not constitute professional genealogical, legal or archival research services, and we make no guarantee as to specific findings, document availability, or access to any particular archive, cemetery or municipal office, which may depend on third parties outside our control.
8. Third-Party Services & Longer Journeys
Museum, archive, transport, restaurant and accommodation bookings are made either directly by you or, where we assist as a courtesy, in your name and at your cost. We are not liable for the acts, omissions, pricing, cancellation or opening-hours policies of independent third parties (including, for example, the Oskar Schindler Factory Museum, the Auschwitz-Birkenau State Museum, or local archives and municipal offices).
Multi-day and multi-country itineraries referenced under "Longer Journeys Across Poland & Europe" are arranged and contracted directly between you and European Legacy Tours (Eltours) (https://eltours.com/), under that company's own separate terms and conditions. We act only as an introducer for these arrangements and are not a party to that contract.
9. Liability
To the extent permitted by Polish law, our liability for any loss or damage arising from a tour is limited to direct damages caused by our proven negligence, and does not extend to indirect or consequential loss. Nothing in these Terms limits or excludes liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be limited or excluded under Polish law. [We recommend confirming whether professional guide liability insurance is held, and referencing the policy here.]
10. Force Majeure
Neither party is liable for failure to perform obligations under these Terms where this is due to circumstances beyond its reasonable control, including but not limited to extreme weather, strikes, transport disruption, government restrictions, or public health emergencies. In such cases, we will offer an alternative date or a refund reflecting any costs already incurred.
11. Photography & Media
We may take photographs during tours for our own portfolio and marketing purposes. We will not publish identifiable photographs of you or your group without asking first. If you would prefer not to be photographed, please let your guide know at the start of the tour. See our Privacy Policy for more on how we handle personal data and images.
12. Complaints & Dispute Resolution
If anything about your tour falls short of expectations, please contact us at info@eltours.com as soon as possible so we can put things right. We aim to acknowledge complaints within 14 days.
If you are an EU-resident consumer and we are unable to resolve a complaint directly, you may also refer the matter to the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr, or to the relevant Polish consumer protection body (Miejski/Powiatowy Rzecznik Konsumentów or UOKiK).
13. Governing Law & Final Provisions
These Terms are governed by the laws of Poland. If you are a consumer resident in another EU country, this choice of law does not deprive you of protections you are entitled to under the mandatory consumer-protection laws of your own country of residence. Any dispute not resolved amicably or via ODR will be subject to the jurisdiction of the competent Polish courts, without prejudice to any mandatory consumer venue rights.
We may update these Terms from time to time; the version in force at the time of your booking confirmation applies to that booking. If any provision of these Terms is found unenforceable, the remaining provisions continue in full force.
Questions about these Terms can be sent to info@eltours.com.