General terms and conditions

Article 1 – Definitions

Discover Delft

Discover Delft, with registered address in the Netherlands, KVK 89751736, VAT NL004760596B94. Also referred to as "we" or "us".

Client

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

Tour

any guided walk, private tour, team building activity, audio tour or other service offered by Discover Delft.

Booking

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

Agreement

the agreement between Discover Delft and the client for the provision of one or more tours.

Article 2 – Applicability

1. 2.1 These general terms and conditions apply to all quotations, bookings and agreements between Discover Delft and the client.
2. 2.2 Deviations from these conditions are valid only if agreed in writing.
3. 2.3 Where a written quotation or booking confirmation conflicts with these terms, the quotation or booking confirmation prevails for that booking only.

Article 3 – Quotations and Offers

1. 3.1 All quotations and offers are without obligation, unless a period for acceptance is explicitly stated.
2. 3.2 Quotations are based on information provided by the client, who guarantees that all essential information is correct and complete.
3. 3.3 Discover Delft cannot be held to a quotation or offer if the client should reasonably understand that it contains an obvious mistake or error.
4. 3.4 A composite quotation does not oblige Discover Delft to perform part of the assignment for a corresponding part of the quoted price.
5. 3.5 Quotations do not automatically apply to future services.

Article 4 – Bookings and Reservations

1. 4.1 A booking is confirmed upon receipt of a booking confirmation from Discover Delft or from the relevant booking platform.
2. 4.2 Bookings made through third-party platforms (such as GetYourGuide, Viator or Airbnb) are subject to the cancellation and refund policies of those platforms, in addition to these terms.
3. 4.3 By completing a booking, the client agrees to these general terms and conditions.
4. 4.4 Discover Delft reserves the right to cancel a booking in case of non-payment.

Article 5 – Payment

1. 5.1 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. 5.2 Prices include VAT where applicable. All prices are listed in euros unless stated otherwise.
3. 5.3 For group, corporate and travel-trade bookings, a deposit or advance invoice may be required. Payment terms for such bookings are specified in the quotation or invoice.
4. 5.4 Invoices must be paid within 14 days of the invoice date unless otherwise agreed.
5. 5.5 If payment is not received on time, the client is legally in default and statutory commercial interest applies.
6. 5.6 All collection costs, both judicial and extrajudicial, are borne by the client, being 15% of the outstanding amount with a minimum of €40 excluding VAT.
7. 5.7 Complaints about an invoice must be submitted within 8 days of the invoice date.
8. 5.8 The client is not entitled to offset claims against amounts owed to Discover Delft.

Article 6 – Cancellation by the Client

1. 6.1 Cancellations must be communicated in writing to info@discover-delft.com.
2. 6.2 The following cancellation policy applies to direct bookings made through the Discover Delft website:

• Cancellation more than 24 hours before the start of the tour: full refund, excluding any costs already incurred on the client’s behalf.
• Cancellation within 24 hours before the start of the tour: the full amount is due.

1. 6.3 For bookings made by travel agents, tour operators, DMCs and other trade parties directly with Discover Delft, cancellation more than 7 days before the start means 50% of the total amount is due, and cancellation within 7 days before the start means the full amount is due.
2. 6.4 For bookings made via a third-party platform, that platform’s cancellation policy applies to the client.
3. 6.5 For custom or tailor-made tour offers, the free cancellation period may differ and is specified in the offer or quotation.

Article 7 – Cancellation or Changes by Discover Delft

1. 7.1 Discover Delft 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 8 (Force Majeure) for events beyond our control affecting multiple tours or bookings.
2. 7.2 In the event of cancellation by Discover Delft, the client is offered an alternative date or a full refund.
3. 7.3 Discover Delft 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 8 – Force Majeure

1. 8.1 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. 8.2 If a tour is affected by a Force Majeure Event, Discover Delft will make reasonable efforts to offer an alternative date, an alternative itinerary, or a refund proportional to the services not provided. Discover Delft 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. 8.3 Article 7 (Cancellation or Changes by Discover Delft) applies in addition to this article for weather- or safety-related decisions specific to a single tour.

Article 9 – Execution of the Agreement

1. 9.1 Discover Delft carries out its services with due care.
2. 9.2 Discover Delft undertakes a best-efforts obligation, not a guarantee of results.
3. 9.3 Where required for proper execution, Discover Delft may involve third parties, after consultation with the client.
4. 9.4 Agreed timings are never strict deadlines unless explicitly stated as such. If a deadline is exceeded, the client must give Discover Delft written notice of default and a reasonable period in which to perform.
5. 9.5 Articles 7:404, 7:407(2) and 7:409 of the Dutch Civil Code are explicitly excluded.

Article 10 – Changes to the Assignment

1. 10.1 Changes requested by the client that could not have been foreseen and that cause additional work are charged separately, at the rates agreed.
2. 10.2 If incorrect or incomplete information from the client causes extra work, the additional costs may also be charged.
3. 10.3 Changes are valid only once accepted in writing by both parties.
4. 10.4 Changes may lead to a longer delivery time.

Article 11 – Participant Responsibilities

1. 11.1 Clients are expected to arrive at the agreed meeting point at the scheduled time. Discover Delft cannot be held responsible for missed tours due to late arrival.
2. 11.2 Clients must follow the instructions of the guide at all times. Discover Delft reserves the right to exclude a participant from a tour if their behaviour is disruptive or unsafe, without entitlement to a refund.
3. 11.3 Clients are responsible for obtaining any necessary travel insurance prior to their tour.

Article 12 – Assumption of Risk and Physical Participation

1. 12.1 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. 12.2 Clients must inform Discover Delft in advance of any medical condition, mobility restriction, or allergy that may affect a participant’s ability to safely take part in a tour. This applies in particular to tours that include food and drink.
3. 12.3 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.
4. 12.4 Participation in tours is at the client’s own risk.

Article 13 – Liability

1. 13.1 Discover Delft 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 Delft.
2. 13.2 Discover Delft is not liable for indirect damage, including consequential damage or lost profits.
3. 13.3 The liability of Discover Delft is at all times limited to the amount paid by the client for the tour in question.
4. 13.4 Discover Delft is not responsible for delays, changes, or cancellations caused by third parties, including transport providers, museums, churches, restaurants or venue operators. For arrangements involving such third parties, the terms of those third parties apply.

Article 14 – Cruise-Linked Tours and Shore Excursions

1. 14.1 This article applies only where a tour is booked with Discover Delft in connection with a cruise ship call. 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. 14.2 If such a tour cannot take place, in full or in part, because the ship arrives late, departs early, skips the port, or otherwise changes itinerary, Discover Delft is not liable for this. Discover Delft refunds 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. 14.3 Clients are responsible for returning to the ship on time. Discover Delft 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 Delft.
4. 14.4 Shore excursions departing from Rotterdam Cruise Port are sold by our sister brand Holland City Tours and are governed by that brand’s own terms and conditions, which carry separate written guarantees. This article applies only to cruise-linked tours booked with Discover Delft.

Article 15 – Our Guarantees

Alongside the free cancellation window in article 6, 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. 15.1 Free cancellation. Free cancellation up to 24 hours before your tour starts, on the terms in article 6.
2. 15.2 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-delft.com by individual travellers.
3. 15.3 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. 15.4 To claim, tell us within 7 days of the tour date, by email to info@discover-delft.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. 15.5 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. 15.6 To claim, send us the link or a screenshot showing the lower price at info@discover-delft.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. 15.7 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. 15.8 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 16 – Guides and Subcontractors

1. 16.1 Tours may be delivered by employed staff or by independent, self-employed guides working with Discover Delft. References to “Discover Delft” in these terms include guides and other subcontractors engaged to deliver the tour.
2. 16.2 Discover Delft remains the client’s point of contact for bookings, changes, and complaints, regardless of who delivers the tour.

Article 17 – Minors

1. 17.1 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. 17.2 The accompanying adult is responsible for the supervision and safety of any minor in their group.
3. 17.3 Where a tour includes alcohol, it is served only to participants aged 18 and over, and the guide may refuse service.

Article 18 – Photography, Video, and Marketing Use

1. 18.1 Discover Delft 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. 18.2 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-delft.com.
3. 18.3 Personal data included in such material is processed in accordance with article 19 (Privacy).

Article 19 – Privacy

1. 19.1 Discover Delft 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. 19.2 Personal data is never sold or shared with third parties, except where required for the execution of the booking.

Article 20 – Complaints

1. 20.1 Complaints about a tour must be submitted in writing to info@discover-delft.com within 7 days of the tour.
2. 20.2 Discover Delft responds to complaints within 14 days of receipt.
3. 20.3 Complaints about an invoice follow the shorter window in article 5.7.

Article 21 – Right of Withdrawal

1. 21.1 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 6 apply instead.

Article 22 – Miscellaneous

1. 22.1 If any provision of these terms is found invalid or unenforceable, the remaining provisions remain in full force and effect.
2. 22.2 These terms, together with any specific booking confirmation or written quotation, constitute the entire agreement between the client and Discover Delft and supersede any prior agreements or representations relating to the same booking.
3. 22.3 No failure or delay by Discover Delft in exercising a right under these terms operates as a waiver of that right.

Article 23 – Applicable Law

1. 23.1 These terms and conditions are governed by Dutch law. Any disputes arising from these terms are submitted to the competent court in the Netherlands.
2. 23.2 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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