Terms and conditions

1. Who we are

Tours are operated by Calypso Tours Limited, trading as Gibraltar Guided Tours (“we”, “us”), Cloister Building, Market Lane, Gibraltar, GX11 1AA. You can reach us through our contact page.

2. Your booking

• When you start checkout we hold your seats for 20 minutes. If payment is not completed in that time the seats are released.
• Your booking is confirmed when your payment is confirmed. We then email your ticket with a booking reference and QR code, which is checked when you board.
• The person booking is responsible for the details of everyone in the party being correct, and for passing these terms on to them.
• Online booking closes shortly before departure; the time left is shown at checkout. For later bookings please contact us.
• Children aged 4 and over need a child ticket. Children under 4 travel free on an adult’s lap, subject to the lap places available on each departure.

3. Prices and payment

• Prices are per person and depend on the tier you choose (Essential, Premium or VIP). They include the entry and inclusions described for that tier at the time of booking.
• You can view prices in pounds, euros or US dollars. Checkout tells you the currency your card will be charged in; where it is charged in pounds, your card issuer may apply its own exchange rate and fees.
• Card payments are processed securely by our payment providers (Paylands or SumUp). We never see or store your full card details.
• If your payment reaches us after your seat hold has expired and the departure has since filled up or is no longer running, we refund you in full automatically and email you.

4. Cancelling your booking

Each tier has its own free-cancellation window:

• Essential: free cancellation and full refund up to 24 hours after booking.
• Premium: free cancellation and full refund up to 1 hour before departure.
• VIP: free cancellation and full refund up to 1 hour before departure, with priority rebooking on peak dates.

To cancel, contact us with your booking reference. Refunds go back to the card you paid with; most banks show them within 3–5 working days of us issuing them. [State what applies outside these windows, and to no-shows and late arrivals.]

5. Changing your booking

Please contact us as early as possible to change your date or time. Changes depend on availability on the new departure. Premium and VIP bookings can usually be changed up to 1 hour before departure. [State any change fees or limits.]

6. If we cancel or change a tour

We may need to cancel or change a departure because of extreme weather, safety, closures of the Nature Reserve or other circumstances outside our control. If we cancel, we contact you using the details on your booking and offer a full refund or a free reschedule, whichever you prefer. If we move your booking to a different departure we email you the new details.

7. Included experiences from other providers

Some tiers include an experience (for example a cruise or a restaurant voucher) run by an independent provider. We pass your booking to the provider, who arranges your slot directly with you. The provider’s own terms also apply to the experience itself. [State our responsibility if a provider cannot deliver the experience.]

8. On the day

Please arrive at the meeting point shown on your ticket a few minutes before departure, with your ticket on your phone or printed. Guides may refuse travel to anyone whose behaviour puts others at risk. [State the policy for late arrivals.]

9. Our responsibility to you

[Liability, insurance and accessibility wording to be completed after legal review. Nothing in these terms limits liability that cannot legally be limited, or your statutory rights as a consumer.]

10. Complaints and governing law

If something goes wrong, please contact us so we can put it right. These terms are governed by the laws of Gibraltar. Your personal information is handled as described in our privacy policy.

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