Cancellation, Changes and Refund Policy

Last updated: 26th of July, 2026

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In This Policy

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1. Scope of This Policy

2. Requesting a Cancellation or Change

3. Cancellation by You

4. Changes and Rescheduling

5. Third-Party Services and Expenses

6. Late Arrival, No-Shows and Early Termination

7. Force Majeure and Other Unavoidable Circumstances

8. Changes or Cancellation by TZI

9. Flexible Cancellation Option

10. Refund Processing

11. Policy Amendments

12. Contact

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1. Scope of This Policy​

This policy applies to services booked directly with TZI, including private tours, guiding services, day excursions, transfers and experiences, unless different cancellation terms are stated in your written offer or booking confirmation.

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Complex, multi-day or highly customized arrangements may require booking-specific terms because accommodation, transportation, tickets and other suppliers may impose different conditions. Any booking-specific terms will be communicated before payment and will apply only to that booking.

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Bookings made through a travel agency, online platform or other third party are governed by the cancellation terms presented through that booking channel.

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Nothing in this policy limits any rights that cannot be excluded under applicable Swiss law, including the Swiss Package Travel Act where applicable.

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The version of this policy in effect when your booking is confirmed forms part of your agreement with TZI.

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2. Requesting a Cancellation or Change​

Cancellation and change requests must be made in writing:

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• By email to hello@thezurichinsider.com; or

• For urgent requests, by WhatsApp to +41 76 464 54 88.

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Please include the booking name, service date, and booking reference, if available. A request becomes effective when it is received by TZI. Cancellation periods are calculated backward from the scheduled service start time using local Zurich time.

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We will acknowledge your request in writing as soon as reasonably possible.

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3. Cancellation by You​

The following refund schedule applies to the TZI service price. Notice received before the scheduled start: 

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• 14 or more calendar days: 100%

• 7–13 calendar days: 50%

• Fewer than 7 calendar days: No refund

• After the service has started or in case of a no-show: No refund

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The TZI service price is the amount charged by TZI for guiding and other TZI-contracted services. It excludes the Flexible Cancellation Option fee, third-party services identified separately, and any planning, reservation, or ticketing administration fees identified separately.

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Booking Deposits

Any booking deposit is credited toward the TZI service price. It is not an additional charge and follows the same cancellation schedule.

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For example, when a booking qualifies for a 100% refund of the TZI service price, the related booking deposit is also refunded.

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The Flexible Cancellation Option fee, separately identified administration fees, and non-refundable third-party expenses are treated differently, as explained in the relevant sections below.

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4. Changes and Rescheduling

We will always try to accommodate reasonable changes, but changes are subject to guide and supplier availability.

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Complimentary Rescheduling

You may reschedule a booking once without a TZI administration fee when:

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• The request is received at least 14 calendar days before the scheduled start;

• The replacement service takes place within 12 months of the original service date; and

• A suitable new date is available.

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The price applicable to the replacement service will be confirmed before the change is finalized. Any increase in the service price or third-party costs remains payable. Supplier-imposed change fees or non-recoverable expenses may also apply.

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Requests received fewer than 14 calendar days before the service are not guaranteed. We will nevertheless do our best to find a practical solution. If rescheduling is not possible, the normal cancellation schedule applies.

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Confirmed Prices

Once a booking is confirmed, the TZI service price remains fixed unless you request a change to the service.

Prices for separately identified third-party services may change before they are purchased or finally confirmed. TZI will inform you of any such change, and no additional amount will be charged without your agreement.

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Changes in Guest Numbers

Private tours are generally priced for the private group rather than per individual guest. Therefore, a reduction in the number of participants does not lower the confirmed private tour price. Additional guests are subject to capacity and safety considerations, and any applicable price adjustments.

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Where a service is priced per person, the effect of a reduction in participants will be determined in accordance with the booking terms and the applicable cancellation schedule.

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Transfer to Another Person

If you cannot attend, you may request to transfer the booking to another person at least seven calendar days before the service.

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Transfers are subject to supplier requirements, service suitability and payment of any additional costs. The original client remains responsible for ensuring that all outstanding amounts are settled.

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5. Third-Party Services and Expenses

Some bookings include services supplied by independent third parties, such as:

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• Private or public transportation;

• Museum, attraction or event tickets;

• Accommodation;

• Food, tastings or restaurant reservations; or

• Other externally purchased services.

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Third-party services are subject to the cancellation and refund conditions of the relevant supplier. These conditions will be communicated where reasonably available before booking or identified in your offer or confirmation.

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If you cancel, TZI will withhold only amounts that are genuinely non-recoverable under the applicable supplier terms. We will make reasonable efforts to recover eligible amounts on your behalf, and any amount subsequently recovered will be passed on to you.

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Any separately identified planning, reservation or ticketing administration fee will be explained before booking. Once the related work has begun, that fee is non-refundable unless your offer or booking confirmation states otherwise.

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TZI is not responsible for flights, accommodation, transportation or other arrangements that you book independently.

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6. Late Arrival, No-Shows and Early Termination

If you expect to be late, please contact us as soon as possible. We will make reasonable efforts to adapt the service, but a late arrival does not automatically extend the scheduled finishing time.

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No refund is available for:

• Time or services missed because of late arrival;

• Failure to arrive at the agreed meeting point;

• A service that cannot proceed because the client is substantially delayed; or

• A client’s decision to end the service early.

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If TZI is responsible for a substantial delay or for ending a service early, we will offer an appropriate alternative or refund the part of the TZI service that could not be provided.

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7. Force Majeure and Unavoidable Circumstances 

Our tours normally proceed in rain, snow, heat, and other ordinary seasonal conditions. Weather that is uncomfortable but does not make the service unsafe or impossible is not, by itself, a reason for a refund.

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For the purposes of this policy, force majeure means an exceptional event beyond the reasonable control of TZI or the client that makes the booked service unsafe, unlawful or impossible to provide. This may include natural disasters, severe weather, fire, governmental restrictions, war, terrorism, serious civil unrest, epidemics, pandemics, quarantine measures, strikes or major transportation and infrastructure closures.

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If a force majeure or other unavoidable event affects the planned service, TZI may:

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• Adjust the route or itinerary;

• Change the meeting point or starting time;

• Offer a reasonable alternative;

• Reschedule the service; or

• Cancel the affected service.

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If TZI cancels because the service cannot safely or legally be provided and no reasonable alternative is available, the affected TZI service price will be refunded. Third-party services remain subject to the relevant supplier’s terms unless mandatory law provides otherwise.

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Personal illness, injury, changes of plan, flight disruption, missed connections and delays affecting only the client do not constitute force majeure in relation to TZI when the booked service remains available. These situations are therefore handled under the standard cancellation schedule or, where purchased, the Flexible Cancellation Option.

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We strongly recommend appropriate personal travel insurance for circumstances outside the scope of this policy.

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8. Changes or Cancellation by TZI

Occasionally, an adjustment may be necessary due to guide availability, safety considerations, local restrictions, or circumstances outside our reasonable control.

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TZI may assign another suitably qualified guide, driver or service provider where necessary. A comparable replacement does not normally constitute a cancellation or material change, unless a particular service provider was expressly confirmed as an essential part of the booking.

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If TZI must materially change the confirmed date, duration or essential nature of the service, we will inform you promptly and offer, where reasonably possible:

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• The revised service;

• A suitable alternative;

• Rescheduling; or

• A refund of the affected TZI service price.​

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If TZI cancels for reasons within its control and cannot provide a suitable alternative, all amounts paid to TZI for the affected service will be refunded, including any Flexible Cancellation Option fee.

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TZI may end or refuse a service where a guest’s conduct creates a significant safety risk, is unlawful or seriously affects the guide, service providers or other people. Refund eligibility in such circumstances is governed by TZI’s Travel and Safety Policy and applicable law.

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9. Flexible Cancellation Option

The Flexible Cancellation Option is a contractual booking option offered by TZI. It is not travel insurance and does not replace personal travel or cancellation insurance.

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9.1 Purchasing the Option

The Flexible Cancellation Option costs 15% of the guiding service price. It must be selected and paid for when the booking is made and cannot be added after the booking has been confirmed.

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9.2 What the Option Provides

When the Flexible Cancellation Option has been purchased, you may cancel the covered guiding service for any reason by providing written notice at least 24 hours before its scheduled start time. You will receive a refund of the covered price for the guiding service.

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The Flexible Cancellation Option fee itself is non-refundable. TZI does not make an additional deduction for its standard payment-processing costs.

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9.3 What Is Not Covered

The Flexible Cancellation Option covers only the guiding service identified in the booking confirmation. It does not cover:

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• Transportation;

• Tickets or admission charges;

• Accommodation;

• Food, tastings or restaurant expenses;

• Separately identified planning, reservation or administration services;

• Other third-party services; or

• Independent travel arrangements.

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Refunds for third-party services are governed by the relevant supplier terms. The option does not provide a refund when notice is received less than 24 hours before the scheduled start, after the service has started or in the event of a no-show.

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The option applies only to the booking for which it was purchased. It remains attached to an approved rescheduling of that same booking but cannot be transferred to a separate or unrelated booking.

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9.4 Cancellation by TZI

If TZI cancels the covered guiding service and cannot provide a suitable alternative, both the guiding service price and the Flexible Cancellation Option fee will be refunded.

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10. Refund Processing

TZI will initiate an applicable refund to the original payment method within ten business days after confirming the cancellation in writing. Your bank or payment provider may require additional time to credit the funds.

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TZI does not deduct its standard payment-processing costs from an applicable refund. However, currency-conversion differences or charges imposed independently by your bank or payment provider are outside TZI’s control.

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Payments made using a gift card or booking credit will normally be returned to the same gift card or credit balance.

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11. Policy Amendments

TZI may update this policy from time to time. Changes apply only to bookings confirmed on or after the stated effective date.

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The policy applicable when your booking was confirmed will continue to govern that booking unless a later amendment is expressly agreed with you in writing.

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12. Contact

If you have questions about cancellations, changes or the most suitable booking option, please contact us before confirming your reservation:

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The Zurich Insider™
Email: hello@thezurichinsider.com
WhatsApp: +41 76 464 54 88

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We will be happy to explain the applicable terms and help you choose the level of flexibility that feels right for your plans.

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