Terms and conditions
These terms and conditions apply to all visitors participating in an MyOxfordExperience guided walking tour. By booking this and the associated services you agree to be bound to these terms so please ensure you have read them carefully.
1 Information About Us
1.1 We are Monogroup UK Ltd – a company registered in England with the registered office address at:
Visitor Centre
MINI Plant Oxford
Cowley
Oxford
OX4 6NL
bookings@myoxfordexperience.co.uk
1.2 We are a subsidiary of:
monocom GmbH
Represented by Directors Florian Blech and Mihalea Maria Feraru
Oberweilnbach 1,84177 Gottfrieding,
Commercial Register: German District court Amtsgericht Landshut
Commercial Register No: HRB 4477
VAT Identification No: DE190454285
Phone: +49-382-15750
Fax: +49-8731 3198-40
Email: info@monocom.com
1.3 We provide guided tours and associated services in Oxford – Referred to as “guided tours and services”.
1.4. You may contact us via our Booking Centre team on bookings@myoxfordexperience.co.uk or by writing to us via post or email.
1.5. If we have to contact you, we will do so by telephone or contacting you via email/ post by the contact details you provided to us. Please ensure all your details are correct.
- Your contract with us
2.1. You will receive a confirmation email from us when your booking has been completed. At this point, a contract between you and us will be agreed. The terms of that contract are the terms of this document.
2.2. You as a customer have the right to terminate this contract by canceling your service with us.
2.3. If we are unable to accept a booking from you, you will be informed by our team.
2.4. Upon booking, you acknowledge the important information indicated on our website and in the document attached to the confirmation email.
- Payments and Pricing
3.1. All Prices will be in British Pounds Sterling unless otherwise stated.
3.2. All our prices are inclusive of VAT and shall be charged at the prevailing rate.
3.3. You can pay for your service through our payment service provider (Stripe). This payment provider enables us and our customers to process payments. The payment provider will forward the payment to us. For further information, please visit the website of the payment provider www.stripe.com.
3.4. Payments via BACS will also be accepted.
3.4.1 An additional charge of £10 will be added for a BACS payment using an overseas bank account.
3.5. All fees will need to be paid at least 7 days after the receipt of our invoice.
- Refunds
4.1. We will offer you a full refund for cancellations requested within our cancellation policy (clause 6.1)
4.2. Refunds will be issued to your original method of payment.
4.3. Any cancellations requested outside of our cancellation policy will not receive a refund.
4.3.1. Refunds will not be issued for “No show” bookings, and any outstanding payments will be invoiced to you.
- Changes to your booking
5.1. If you wish to make any amendments to your booking please contact us as soon as possible. Changes cannot always be guaranteed but we will always do our best to assist you. If the amendment is possible, we will inform you if this causes a change to the price or timings of your service.
5.2. We may make changes to your booking:
5.2.1. Changes occurred in relevant laws and regulatory requirements.
5.2.2. To implement minor technical adjustments and improvements.
5.2.3. We may also make changes to a guided tour due to unforeseen reasons.You will be notified as soon as possible and you may contact us to cancel your booking and receive a refund for any monies paid to date, provided you have not already attended.
5.4. Changes will be made to your booking to accommodate any lateness.
- Your rights to cancel your booking
6.1. We offer you the possibility to cancel your service booked with us up to 48 hours in advance. If you cancel within these time frames you are entitled to a full refund.
6.1.2 Services cancelled after this time frame will not qualify for a refund.
6.2. You are entitled to a full refund if we suggest changes to the booking or have to cancel the booking (clause 5.2.3) and you do not agree with these changes.
6.3. We encourage you to cancel your booking should you or one of your party be displaying COVID-symptoms such as a cough, high temperature or loss of taste and smell. You will be entitled to a full refund even if the cancellation is less than 48 hours from the start of your tour.
6.3. We have communicated the wrong price and you do not wish to proceed.
6.4. You will receive a confirmation of cancellation when you have informed us of your cancellation.
- Our rights to cancel your booking
7.1. We have the right to cancel your service if we have not received your payment 7 days prior to the service date.
7.2. A cancellation or postponement of guided tours may be required and strictly necessary for special requirements and unforeseen reasons. We reserve the right to cancel/postpone guided tours, even at short notice. You will be offered a full refund or to reschedule your booking.
7.2.1. Additional claims made against us, such as claims for compensation ( i.e travelling expenses, accommodation etc.) will not be reimbursed in the case of a cancellation made by us.
7.3. You will receive a confirmation cancellation email from us should we need to cancel your service.
- Our rights to terminate service
8.1. We have the right to terminate your tour should:
8.1.2. You or anyone in your party does not comply with the health and safety restrictions during your tour or with the instructions of the guide, thus endangering yourself and others.
8.1.3. We suspect you or anyone within your party are under the influence of drugs or alcohol.
8.1.4. General bad behavior or disrespect towards our members of staff, tour, members of the general public and sites.
8.1.5. Racial, sexist, discriminating behaviour or disrespect towards any persons, will not be tolerated, and consequently your tour will be instantly terminated.
- Disabled access
9.1. Please note that the route may involve crossing over uneven surfaces, climbing up and down stairs. Please let us know of any possible impediments or difficulties you think you might experience during the tour either stemming from the above mentioned items or the distance during a tour and we will do our utmost to accommodate your needs and requirements.
- Liability
10.1. We will not be responsible for any loss and/or damage to your personal property, cost or expense suffered by you if and to the extent that it was caused by the negligence or willful misconduct of your behaviour. Please keep your belongings closed, facing forwards in case of backpacks and on you for the duration of the tour.
10.2. We shall not be liable for any death or personal injury that might occur during a tour, unless it was caused by our negligence or any other circumstances that amount to our legal obligation towards you. Please take all precautionary measures when out on a tour, especially when crossing roads, walking on uneven ground, walking through narrow or crowded areas and please promptly communicate any food allergies when booking the ‘Picnic’ option or the ‘Food tasting’ option.
10.3. We reserve the right to cancel the tour at short notice in the event of unforeseen circumstances and shall not be liable for any payments towards you for accommodation, travel or other costs that might be incurred as a result of the cancellation.
10.4. We shall not be liable for any indirect or consequential loss of revenue, business opportunities or reputation except in cases where these cannot be excluded by law.
10.5. We shall only be liable towards the ticket purchase. For refunds, please see section 6.
- Data Protection
11.1 We collect, store and process the personal data you provide to us. We adhere to The Data Protection Act 2018 is the UK’s implementation of the General Data Protection Regulation.
11.2. We will transfer your details to Our Payment Provider (Paypal) and they will strictly adhere to the Data Protection Act 1998. For their full terms and conditions please see the link below https://www.paypal.com/uk/webapps/mpp/ua/privacy-full
11.3. We will not transfer your personal data to any other third parties unless we are under a legal obligation to do so or you have not given us your consent to do so.
11.4. Photography is permitted during the tour, for personal use or social media only. Please exercise respect towards bypassers when taking photographs.
- COVID mitigation measures
12.1. Please note that currently there is no requirement for wearing a mask outside, but certain areas will require the guide and the group to wear a mask. Please bring your own personal face mask or face covering to the tour.
12.2. To ensure a pleasant and safe experience for all participants we will use wireless receivers with headphones. The equipment is sanitised regularly after each use. Alternatively you may bring your own headphone to the tour.
12.3. The size of the group is strictly limited to 6 people, excluding the guide. This will be your party only. Participants not belonging to the same household within a party, will be required to maintain social distancing of at least 2 metres.