Terms & Conditions

1. About these Terms

These Terms & Conditions ("Terms") govern bookings and purchases of tours, guided experiences, consultations and other travel-related services offered under the Ceresio Travel Collection brand through ceresiotravelcollection.com (the "Website"). Ceresio Travel Collection is a commercial brand operated by Swiss Travel Collection SAGL, Via Tesserete 64, 6900 Lugano, Switzerland ("Ceresio", "we", "us" or "our").

By completing a booking or purchase through the Website, the person making the booking ("Customer", "you" or "your") confirms that they have read, understood and accepted these Terms. Where a booking is made on behalf of more than one participant, the person making the booking confirms that they are authorised to make the booking on behalf of all participants and accepts responsibility for ensuring that all participants are informed of and comply with these Terms.

These Terms should be read together with any information, conditions, inclusions and restrictions displayed on the relevant experience or service page and with our Privacy Policy. If specific written terms displayed for an individual experience expressly differ from these Terms, the specific conditions for that experience will apply to the extent of the difference.

2. Services Covered by These Terms

These Terms principally apply to experiences and services offered by Ceresio Travel Collection, including private walking tours, private guided tours, private guide services, cultural, gastronomic or other tourism experiences, tailor-made or consultation services where offered for booking, and other experiences or services specifically identified as being provided by Ceresio Travel Collection.

Unless expressly stated otherwise in the relevant product description, a booking made through the Website relates only to the experience or service described in that booking. Accommodation, passenger transport, admission tickets, meals, beverages and third-party services are included only where expressly stated.

Physical products offered through any future Shop section may be subject to additional or separate sales, delivery, return and warranty conditions. Where supplemental terms are provided for a particular product or service, those supplemental terms will form part of the agreement.

3. Information Shown on the Website

We make reasonable efforts to ensure that descriptions, photographs, itineraries, durations, availability, prices and other information shown on the Website are accurate. Photographs and illustrations may be representative. Exact scenery, weather, seasonal appearance, routes, guides, venues or circumstances encountered during an experience may differ from photographs displayed on the Website.

Tour routes, stops and itineraries may occasionally need to be adjusted because of road or pedestrian closures, public events, demonstrations, construction, restrictions imposed by authorities, closure of attractions or venues, weather conditions, safety concerns, transport disruption, circumstances affecting accessibility or other operational circumstances reasonably outside our control. A reasonable change to a route or individual stop that does not materially alter the overall nature of the booked experience does not by itself entitle the Customer to a refund.

4. Booking Process

Before submitting an order, the Customer is responsible for reviewing all booking information carefully, including the selected experience, date, starting time, duration, number of participants, selected language, price, customer contact information and any options or additional services selected. The Website provides the Customer with an opportunity to review the booking before payment.

A booking is submitted when the Customer completes the checkout process and confirms payment or otherwise submits the final booking instruction presented by the Website. A booking is considered accepted by Ceresio when the Customer receives an electronic booking or order confirmation from us, subject to successful payment and these Terms.

Customers should review the confirmation immediately and contact us without undue delay if any information is incorrect. Customers are responsible for providing a valid and accessible email address.

5. Availability

All experiences are subject to availability. Displaying a particular date or time on the Website does not guarantee availability until the booking has been successfully completed and confirmed. Our booking system may automatically prevent bookings where the relevant guide, resource or time slot is unavailable.

In the unusual event that a confirmed booking cannot be provided because of a scheduling or technical error, we will contact the Customer as soon as reasonably possible and offer an appropriate alternative or a refund of the amount paid for the affected service.

6. Prices

Unless otherwise stated, prices shown on the Website are in Swiss francs (CHF). The price payable is the price displayed and confirmed during checkout, together with any additional charges clearly disclosed before the Customer places the order. Any applicable taxes, compulsory fees or other mandatory charges will be dealt with in accordance with applicable law and, where required, shown during the booking or checkout process.

Optional services or extras are charged only where selected by the Customer. Ceresio reserves the right to change prices for future bookings at any time. A price change will not affect a booking that has already been validly confirmed and paid.

7. Obvious Pricing or Technical Errors

We reserve the right to correct genuine and obvious pricing, description, availability or technical errors. If an obvious error affects a booking after payment, we will contact the Customer promptly. Where reasonably possible, the Customer may be offered the choice between proceeding with the booking on the corrected terms or cancelling the affected booking and receiving a full refund of the amount paid for that booking.

We will not intentionally rely on this clause merely because a confirmed booking subsequently becomes commercially less advantageous to us.

8. Payment

Payment is made through the payment methods made available during checkout. Payment processing may be provided by Shopify and/or third-party payment providers. Available payment methods may change from time to time. The Customer must provide accurate payment information and must be authorised to use the chosen payment method.

Unless expressly stated otherwise, full payment is required in order to confirm an online booking. A booking is not guaranteed where payment fails, is declined, reversed, cancelled, cannot be authenticated or is otherwise not successfully completed. Ceresio does not store full payment-card details where those details are processed directly by our payment service providers.

9. Booking Confirmation and Invoice

Following a successful booking, the Customer will receive an electronic booking/order confirmation at the email address supplied during checkout. The confirmation may contain or provide access to the booking reference, experience name, booked date and time, number of participants or selected option, amount paid, meeting information and invoice or receipt information.

Electronic invoices or receipts may be provided through the Customer's booking/order page or by another electronic method. The Customer is responsible for retaining their confirmation and booking reference.

10. Cancellation by the Customer — 72-Hour Advance Cancellation Policy

Ceresio voluntarily provides the following cancellation right for tour and experience bookings. A Customer may cancel a booking for a full refund at any time up to 72 hours before the scheduled starting time of the experience.

To request cancellation, the Customer must email purchases@ceresiotravelcollection.com and include the relevant booking reference. The time at which the cancellation request is received by Ceresio will determine whether the request was made at least 72 hours before the scheduled starting time.

Where the cancellation request is received at least 72 hours before the scheduled starting time, the Customer will receive a refund of the amount paid for the cancelled booking. A cancellation request received less than 72 hours before the scheduled starting time is non-refundable, except where Ceresio cancels the experience, a refund is expressly required under mandatory applicable law or these Terms specifically provide otherwise.

For the avoidance of doubt, the 72-hour period is calculated backwards from the scheduled starting time of the booked experience, not from the time of purchase. Failure to attend the experience does not constitute cancellation and does not create a right to a refund.

11. Refund Processing

Where a refund is due, Ceresio will normally issue it to the original payment method used for the booking. The time required for a refund to appear in the Customer's account depends on the relevant bank, card issuer or payment provider and may be outside Ceresio's control.

Ceresio is not responsible for delays caused solely by the Customer's bank or payment provider after the refund has been correctly initiated. No cash refund will normally be provided for a booking originally paid electronically.

12. Rescheduling by the Customer — 72-Hour Advance Rule

Each eligible tour or experience booking may be rescheduled once, subject to availability, at any time up to 72 hours before the scheduled starting time of the experience. A rescheduling request must be received by Ceresio at least 72 hours before the scheduled starting time.

Requests should be sent to purchases@ceresiotravelcollection.com and should include the relevant booking reference. Rescheduling is permitted only once per booking, is subject to availability and is not guaranteed until confirmed by Ceresio.

A request received less than 72 hours before the scheduled starting time may be refused and does not create a right to a refund. A booking that has been rescheduled remains subject to the same cancellation conditions, calculated from the scheduled starting time of the rescheduled experience. A Customer may not repeatedly reschedule a booking in order to circumvent the cancellation or refund conditions.

If the Customer requests a materially different service, duration, group size or experience rather than merely a different available date or time, the change may be treated as a new booking and any applicable price difference may be charged.

13. Late Arrival

Customers must arrive at the designated meeting point at the time communicated in the booking information or confirmation. Customers are responsible for allowing sufficient time for local traffic, public transport delays, parking, navigation and other foreseeable travel circumstances.

Where a Customer arrives late, the experience can still take place, but it will end at the originally scheduled finishing time. The available duration will therefore be reduced by the amount of the delay, and portions of the itinerary may need to be shortened or omitted. No refund or price reduction is due solely because of the Customer's late arrival.

14. Failure to Attend / No-Shows

If the Customer or participants do not attend the experience at the confirmed date, time and meeting location and have not validly cancelled or rescheduled it in accordance with these Terms, the booking will be treated as a no-show. No-shows are non-refundable.

The Customer is responsible for ensuring that they understand the meeting point and starting time before the scheduled experience. If any meeting information appears unclear, the Customer should contact Ceresio before the experience.

15. Changes Requested by the Customer

Changes to group size, language, duration, route, meeting location, experience type or other booking characteristics are subject to availability and Ceresio's approval. Additional charges may apply. No requested change is binding until confirmed by Ceresio in writing or electronically.

16. Cancellation or Material Changes by Ceresio

We reserve the right to cancel or materially change an experience where reasonably necessary because of circumstances including illness or unexpected unavailability of a guide, safety concerns, severe weather, official restrictions, closure of areas necessary for the experience, transport disruption, emergencies, events outside our reasonable control or other circumstances that make performance impossible, unsafe or materially impracticable.

Where Ceresio cancels the entire experience and no suitable alternative is accepted by the Customer, the Customer will be entitled to a refund of the amount paid to Ceresio for the cancelled experience. Where reasonably possible, we may instead offer another starting time, another date, a comparable experience or another mutually acceptable solution. The Customer is not required to accept a materially different substitute experience.

17. Weather

Experiences may take place outdoors and may proceed in ordinary rain, heat, cold, wind or other normal seasonal weather. Customers are responsible for checking the weather forecast and dressing appropriately. Weather alone does not automatically entitle the Customer to cancel outside the cancellation conditions in Section 10.

Where Ceresio reasonably determines that weather conditions create a significant safety concern or make the experience impracticable, we may delay, modify, reschedule or cancel the experience in accordance with Section 16.

18. Safety and Customer Responsibilities

Customers and participants must follow reasonable instructions given by the guide or Ceresio, behave responsibly and respectfully, comply with applicable laws and local rules, take reasonable care for their own safety and that of others, wear clothing and footwear suitable for the experience and prevailing conditions, and refrain from conduct that endangers themselves, the guide, other participants or members of the public.

Ceresio may refuse to commence or may terminate an experience for a participant whose conduct is dangerous, seriously disruptive, abusive, unlawful or inappropriate. Where an experience is terminated because of serious misconduct by the Customer or a participant, no refund will normally be due.

19. Physical Fitness, Health and Walking Conditions

Walking tours and similar experiences may involve extended periods of walking or standing, stairs, gradients, cobblestones, uneven surfaces, pedestrian areas, outdoor weather conditions and ordinary urban obstacles. Customers are responsible for considering whether the selected experience is suitable for their own physical condition and that of the other participants included in their booking.

Customers should inform Ceresio in advance of relevant mobility or accessibility requirements so that we can advise whether reasonable arrangements are possible. Nothing in these Terms requires a Customer to disclose medical information that is not reasonably relevant to participating safely in the booked experience.

20. Accessibility

We aim to accommodate reasonable accessibility needs where possible. However, the historic and geographic characteristics of certain destinations, public streets, buildings and third-party premises may limit accessibility.

Customers with accessibility requirements are strongly encouraged to contact us before booking or sufficiently before the experience so that we can provide appropriate information. A request for an accommodation is not confirmed unless expressly accepted by Ceresio.

21. Children and Minors

Unless expressly agreed otherwise, minors participating in an experience must be accompanied by a responsible adult. The adult responsible for the booking is responsible for the supervision and behaviour of minors in their group. Any age restriction applicable to a particular activity, venue, tasting or third-party service will be stated where relevant and must be respected.

22. Alcohol and Age-Restricted Activities

Where an experience includes alcoholic beverages or access to an age-restricted product or activity, participation is subject to applicable age restrictions and any identification requirements. Ceresio and relevant third-party suppliers may refuse to provide age-restricted products where satisfactory proof of age is not available.

No refund is due for an age-restricted portion of an experience where a participant cannot legally participate because of their age or failure to provide appropriate identification, provided the applicable restriction was reasonably disclosed.

23. Personal Belongings

Participants remain responsible for their own possessions throughout an experience. Customers should take appropriate care of phones, cameras, wallets, handbags, luggage, jewellery, documents and other personal property. To the extent permitted by applicable law, Ceresio is not responsible for loss, theft or damage to personal belongings unless caused by circumstances for which Ceresio is legally responsible.

24. Third-Party Venues and Suppliers

Some experiences may involve services, facilities or locations operated by independent third parties, such as museums, restaurants, cafés, wineries, transport providers, attractions, venues, event organisers or other tourism suppliers. Customers must comply with reasonable rules imposed by those third parties.

Ceresio is responsible for its own contractual obligations and for liability that cannot lawfully be excluded. Ceresio is not responsible for acts or omissions of wholly independent third parties where Ceresio is not legally responsible for them. Where a third-party component forms an expressly included part of the contracted Ceresio experience, nothing in this provision removes any responsibility imposed on Ceresio by mandatory law.

25. Public Transport, Traffic and External Disruption

Ceresio is not responsible for delays caused by circumstances outside its reasonable control, including traffic congestion, railway or public-transport disruption, strikes, road closures, airport disruption or delays experienced by Customers while travelling to the meeting point. Customers should allow appropriate travel time.

Where disruption directly prevents Ceresio from providing the booked service, Section 16 applies.

26. Force Majeure and Extraordinary Circumstances

Neither party will be considered in breach of its obligations to the extent that performance is prevented by extraordinary circumstances beyond that party's reasonable control. Such circumstances may include, where applicable, natural disasters, extreme weather, fire, flood, war, terrorism, civil unrest, epidemics or pandemics, emergency governmental restrictions, strikes not reasonably controllable by the affected party, widespread transport shutdowns or other comparable extraordinary events.

Where such circumstances prevent Ceresio from providing the booked experience, we will seek a reasonable solution, which may include rescheduling, an alternative service or refunding amounts paid for services that cannot be supplied, subject to mandatory applicable law.

27. Guide Assignment

Where a particular individual guide is shown in marketing material, this does not guarantee that the same individual will conduct the experience unless the booking expressly identifies that guide as a guaranteed element of the contract. Ceresio may substitute another suitably qualified guide where reasonably necessary. Substitution of a guide does not constitute cancellation of the experience.

28. Tour Duration

Stated durations are approximate unless expressly described as fixed. Minor variations may occur because of walking speed, participant interests, congestion, queues, temporary closures, weather, operational requirements or local conditions. A minor reasonable variation in duration does not create a right to a partial refund.

29. Meeting and Finishing Points

The applicable meeting location will be displayed on the Website, communicated during booking or included in the confirmation. Customers are responsible for travelling to the meeting point unless transportation is expressly included. The finishing location may differ from the starting point where this is stated or reasonably inherent in the itinerary.

30. Languages

Experiences are provided in the language selected or otherwise confirmed at the time of booking. Where a particular language is unavailable because of exceptional circumstances, Ceresio will contact the Customer to discuss available alternatives.

31. Photographs and Recording

Ceresio will not use a recognisable Customer's image for commercial promotional purposes solely by virtue of the Customer having accepted these Terms. Where Ceresio wishes to take identifiable promotional photographs or recordings of participants, appropriate permission will be sought where required.

Customers may generally take personal photographs during an experience unless prohibited by law, the guide, private property rules or a third-party venue. Commercial photography, professional filming or organised content production may require prior permission.

32. Travel Documents, Visas and Entry Requirements

Customers are responsible for ensuring that they possess any passports, visas, permits, identification or other documents required for their travel to Switzerland or participation in the experience. Ceresio does not provide immigration or border-entry guarantees. Failure to attend because of missing, expired or insufficient travel documents does not entitle the Customer to a refund outside the cancellation conditions in these Terms.

33. Insurance

Customers are responsible for deciding whether they require travel, medical, accident, cancellation or other insurance appropriate to their circumstances. Ceresio recommends that international travellers consider obtaining suitable travel insurance. Ceresio's contractual responsibilities are not replaced by a Customer's insurance.

34. Liability

Ceresio will perform its contractual obligations with reasonable care and in accordance with applicable law. Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by mandatory law. In particular, nothing in these Terms excludes liability for intentional misconduct or gross negligence where such exclusion would be invalid under Swiss law.

Subject to the preceding paragraphs and to the maximum extent permitted by law, Ceresio is not liable for losses resulting solely from the Customer's own acts or omissions, failure to follow reasonable instructions, inaccurate information supplied by the Customer, a Customer's late arrival or no-show, events outside Ceresio's reasonable control, the acts of independent third parties for whom Ceresio is not legally responsible, or risks ordinarily inherent in a walking or tourism experience that have not resulted from a breach of Ceresio's legal or contractual duties.

Ceresio will not seek to exclude any statutory rights that cannot legally be excluded.

35. Indirect and Unrelated Losses

To the extent permitted by applicable law, Ceresio is not responsible for indirect losses that are not a reasonably foreseeable consequence of a breach by Ceresio. For example, unless required by mandatory law, Ceresio is not responsible for independently booked flights, hotels or other travel arrangements merely because the Customer can no longer use them following a Customer cancellation or other circumstance for which Ceresio is not legally responsible.

Nothing in this clause limits liability that cannot lawfully be limited.

36. Customer Information

The Customer is responsible for providing accurate name, email address, telephone number where requested, billing details, participant information and other booking information reasonably required. Ceresio is not responsible for a failure to receive communications caused by an incorrect email address, unavailable mailbox, spam filtering or other problem outside our reasonable control. Customers should check spam or junk folders if an expected confirmation is not received.

37. Electronic Communications

The Customer agrees that booking confirmations, invoices, service communications, itinerary information, amendments and other contractual communications may be sent electronically. Marketing communications are governed separately and will only be sent in accordance with applicable requirements and the Customer's applicable preferences.

38. Privacy and Personal Data

Personal data is processed in accordance with our separate Privacy Policy and applicable data-protection law. The Privacy Policy explains, among other matters, what information we collect, why we process it, relevant service providers, international data transfers where applicable, retention, customer rights and how to contact us about privacy matters.

Acceptance of these Terms does not constitute consent to optional marketing or other processing for which separate consent is legally required.

39. Package Travel

Unless an offer expressly states otherwise, individual local guided tours and experiences sold through the Website are offered as individual services. Where Ceresio in the future offers an arrangement that legally qualifies as a package travel arrangement or is otherwise governed by specific package-travel legislation, additional mandatory information and terms may apply. Where mandatory package-travel legislation applies, these Terms do not exclude or restrict rights granted by that legislation.

40. Promotions and Discount Codes

Promotional codes must be used in accordance with their stated conditions, have no cash value unless expressly stated, may be limited by date, product or Customer, may not be combined unless expressly permitted, and may be cancelled in cases of fraud, misuse or obvious technical error. A promotion does not retrospectively reduce the price of a booking completed before the promotion became available.

41. Fraud and Misuse

Ceresio may refuse, suspend or cancel a transaction where there are reasonable grounds to suspect fraud, unauthorised payment use, abuse of the booking system, deliberate manipulation of prices or promotions, unlawful activity or material false information. Where a booking is cancelled under this provision, any refund will be handled in accordance with applicable law and the circumstances of the case.

42. Intellectual Property

Unless otherwise stated, the Website and its original content, including Ceresio Travel Collection branding, text, logos, graphics, layouts, tour descriptions, original photographs, design elements and other proprietary materials are owned by or licensed to Ceresio or Swiss Travel Collection SAGL and are protected by applicable intellectual-property law.

Website content may be used for personal, non-commercial purposes relating to consideration or enjoyment of our services. Content may not be copied, reproduced, distributed, republished, commercially exploited or used to create a competing service without appropriate authorisation. Third-party trademarks, maps, photographs and other materials remain the property of their respective rights holders.

43. Links and Third-Party Websites

The Website may contain links to external websites. Ceresio does not control all third-party websites and is not responsible for their general content, privacy practices or independent services merely because a link appears on our Website. Customers should review the terms applicable to third-party services they independently choose to use.

44. Complaints

We want problems to be resolved promptly and fairly. Customers should send booking-related complaints to purchases@ceresiotravelcollection.com and include the booking reference, Customer name, description of the issue and any relevant supporting information.

Customers are encouraged to contact us as soon as reasonably possible after discovering a problem so that we have a reasonable opportunity to investigate and resolve it. Nothing in this section prevents a Customer from exercising rights available under mandatory law.

45. Applicable Law

These Terms and contracts concluded under them are governed by the substantive laws of Switzerland, subject to any mandatory consumer-protection rules that apply irrespective of this choice of law. Nothing in these Terms deprives a consumer of mandatory protections to which they are entitled under applicable law.

46. Jurisdiction

Subject to mandatory rules concerning consumer jurisdiction or another legally required forum, disputes arising from these Terms or a booking shall be submitted to the competent courts at the registered seat of Swiss Travel Collection SAGL. Where mandatory law entitles a consumer to bring proceedings before another competent court, that right remains unaffected.

47. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be interpreted or limited to the extent necessary and permitted by law. The remaining provisions will continue to apply unless the invalid provision is so fundamental that the agreement cannot reasonably continue without it.

48. No Waiver

If Ceresio does not immediately enforce a provision of these Terms, that does not mean that Ceresio permanently waives the right to enforce it. Similarly, any discretionary accommodation offered to a Customer on one occasion does not create an obligation to provide the same accommodation in another case.

49. Entire Agreement

The booking confirmation, applicable experience description, these Terms and any specific written conditions expressly agreed between Ceresio and the Customer constitute the contractual agreement relating to the booked service. Informal statements that materially contradict these documents are not binding unless subsequently confirmed by Ceresio in writing. Nothing in this provision limits liability for fraudulent misrepresentation or any right that cannot legally be excluded.

50. Changes to These Terms

Ceresio may update these Terms from time to time, for example to reflect changes to services, the Website, business practices or legal or regulatory developments. The version that was made available to the Customer when a booking was concluded will normally govern that booking. Later amendments will not retrospectively reduce contractual rights relating to an existing confirmed booking unless required by law or expressly agreed with the Customer. The date of the latest version will be shown at the beginning of these Terms.

51. Contact

For questions concerning bookings, cancellations, rescheduling, refunds or these Terms, please contact:

52. Acceptance

By ticking the acceptance box during the booking process and proceeding with the purchase, the Customer confirms: “I have read and agree to the Terms & Conditions, including the cancellation and rescheduling policy.”

In particular, the Customer acknowledges that a booking may be cancelled for a full refund at any time up to 72 hours before the scheduled starting time of the experience; cancellation requests received less than 72 hours before the scheduled starting time are non-refundable except where these Terms or mandatory law provide otherwise; and each booking may be rescheduled once, subject to availability, if the request is received at least 72 hours before the scheduled starting time.