Last updated: 26th July 2026

In These Terms

About These Terms
Booking and Contract Formation
Our Services
Prices and Payments
Tailor-Made Planning and Administration
Third-Party Services and Package Travel
Cancellations, Changes and Refunds
Participation and Guest Responsibilities
Gift Cards
Concerns and Complaints
Liability
Force Majeure and Unavoidable Circumstances
Data Protection, Photography and Website Content
Governing Law and Dispute Resolution
Final Provisions

1. About These Terms

1.1 Who We Are

The Zurich Insider™ (“TZI”, “we”, “us” or “our”) is operated by:

The Zurich Insider™ by Samantha Aeschbach
c/o WOW Zurich Tours by Matasaru
Baumgasse 10
8005 Zurich, Switzerland

UID and VAT number: CHE-344.075.950
Email: hello@thezurichinsider.com
Telephone and WhatsApp: +41 76 464 54 88

1.2 Who These Terms Apply To

These GT&Cs apply to tours, guiding services, excursions, transfers, experiences, itinerary planning and other travel-related services booked directly with TZI.

In these GT&Cs:

Client or you means the person or organization that enters into the booking agreement with TZI;
Guest or participant means any person who takes part in a Service, whether or not that person made the booking;
Service means the service identified in TZI’s written booking confirmation; and
Lead Booker means the person who makes a booking for more than one participant.

1.3 Documents Forming Your Agreement

Your agreement with TZI consists of:

Your written offer and booking confirmation, including any booking-specific terms;
These GT&Cs;
Our Cancellation, Changes and Refund Policy;
Our Travel and Safety Policy; and
Any supplier terms that were disclosed for a separately identified third-party service.

Booking-specific terms agreed with you in writing take priority over these standard terms if they differ. The Cancellation, Changes and Refund Policy governs cancellation, rescheduling, refunds and force majeure. The Travel and Safety Policy governs participation, accessibility, health, conduct and operational safety.

Supplier terms apply only to the relevant third-party service. They do not reduce TZI’s own obligations or any rights that cannot be excluded by law.

The version of these GT&Cs and the linked policies in effect when your booking is confirmed forms part of your agreement.

Nothing in your agreement limits rights or obligations that cannot be excluded under applicable law. Where a Service qualifies as package travel, the mandatory provisions of the Swiss Federal Act on Package Travel apply.

2. Booking and Contract Formation

2.1 Booking Requests and Offers

A website inquiry, availability request, or booking request does not, by itself, confirm a reservation. TZI may accept or decline a request according to availability and the requirements of the proposed Service.

Unless otherwise stated, an offer is valid until the date shown in that offer. Availability, prices and third-party arrangements are not secured until the booking has been confirmed.

Please review the proposed date, time, duration, meeting point, guest numbers, inclusions, exclusions and price before making payment. Tell us promptly if anything needs to be corrected.

2.2 When a Booking Becomes Binding

Unless your written offer states otherwise, a binding booking is formed when:

TZI has sent you a written booking confirmation; and
TZI has received the deposit or other payment due at the time of booking.

If TZI expressly confirms a booking before payment, the booking becomes binding on the terms stated in that confirmation and payment remains due by the stated deadline.

When booking online, you will be asked to review and accept these GT&Cs and the Cancellation, Changes and Refund Policy before completing payment.

2.3 The Lead Booker

The Lead Booker must be at least 18 years old and have the authority to make the booking and provide the necessary information on behalf of the group.

The Lead Booker is responsible for:

Checking the booking confirmation and notifying TZI promptly of any error;
Making payments by the stated deadlines;
Sharing the booking information, these GT&Cs and the relevant policies with all participants; and
Providing TZI with information reasonably required for the Service.

Each participant must comply with the provisions that relate to participation, conduct and safety. Nothing in this clause removes any individual participant’s rights under applicable law.

2.4 Bookings Through Other Channels

If you book through a travel agency, hotel, online platform or other intermediary, that channel’s booking and payment terms may also apply.

The terms shown by that channel govern cancellation and payment where the channel processes and controls those matters. These GT&Cs continue to apply to the Service provided by TZI unless the booking confirmation states otherwise.

2.5 Bookings by Travel Agencies and Other Organizations

When a travel agency, tour operator, company, school or other organization books directly with TZI, that organization is the Client and remains responsible for the booking and payment unless the offer or booking confirmation expressly identifies another contracting Client.

The organization must have authority to make the booking for the participants and must provide them with the relevant booking information, participation requirements and applicable terms.

Rates expressly identified as net, trade or confidential are provided for the recipient’s internal business use and may not be publicly displayed or disclosed except as reasonably necessary to sell or administer the booking. The organization remains responsible for its own agreement, pricing and disclosures to its customer.

3. Our Services

3.1 What Is Included

The Service, price and included elements are those stated in your written booking confirmation.

Website descriptions, photographs, maps, sample routes and suggested itineraries are provided to help you understand the general character of a Service; they are not a promise that every illustrated location or activity will be included unless expressly confirmed.

Please ask us to record in writing any requirement that is essential to your decision to book.

3.2 Reasonable Adjustments

Tours and travel services sometimes require practical adjustments due to opening hours, local events, traffic, weather, transportation disruptions, safety considerations, or other operating conditions.

TZI may make reasonable changes to the route, sequence, timing, meeting point, mode of transportation or included visit where the overall nature and value of the confirmed Service are not materially reduced.

Where necessary, TZI may assign another suitably qualified guide, driver or service provider. A named individual is not an essential term of the booking unless this was expressly agreed in writing.

Material changes or cancellations by TZI are handled in accordance with the Cancellation, Changes and Refund Policy.

3.3 Changes Requested by You

We will do our best to accommodate requests to change the date, time, duration, route, guest numbers or content of a confirmed Service.

Changes are subject to availability, suitability, and any resulting price differences or third-party costs. No change is binding until TZI confirms it in writing.

4. Prices and Payments

4.1 Prices

Prices are stated in Swiss francs (CHF) unless expressly indicated otherwise. The confirmed price includes Swiss VAT where applicable and the items listed as included in the booking confirmation.

Transportation, tickets, food, accommodation, personal expenses, gratuities and other items are included only when expressly stated.

Any fee charged by TZI will be disclosed before payment. Currency conversion, foreign-transaction charges or other fees imposed independently by your bank, card issuer or payment provider remain outside TZI’s control.

4.2 Payment Schedule

The payment schedule in your offer, invoice or booking confirmation applies. Unless different terms are stated:

For a booking made more than 30 calendar days before the Service, a deposit of 10% of the TZI service price is due at booking, and the remaining balance is due 30 calendar days before the Service; and
For a booking made 30 calendar days or fewer before the Service, full payment is due at booking.

A booking deposit is credited toward the TZI service price. It is not an additional fee, and its refundability is governed by the Cancellation, Changes and Refund Policy.

Complex, multi-day or highly customized arrangements may require a different deposit or payment schedule. Any different terms will be stated before you book.

4.3 Overdue Payments

Please contact us promptly if you believe an invoice is incorrect or if a payment problem arises.

If an amount remains unpaid after its due date, TZI may send a reminder and, where reasonably practicable, allow a short period to remedy the non-payment. TZI may suspend planning or supplier purchases while payment is overdue.

If payment is still not received, TZI may cancel the affected booking. The financial consequences will be determined in accordance with the Cancellation, Changes and Refund Policy, taking into account work already performed and non-recoverable third-party commitments.

Statutory default interest and reasonable recovery costs may be charged where permitted by law.

4.4 Payment Methods & Processing

Payments may be made by bank transfer, major credit card or TWINT, as indicated in the offer, invoice or payment link.

Bank transfer is the standard payment method for travel agencies and other business partners unless otherwise agreed. Please include the invoice number or booking reference with the payment.

A bank transfer payment is complete when the cleared funds have been credited to TZI’s account. The payer is responsible for charges imposed by its own bank or an intermediary bank, and TZI must receive the full invoiced amount unless otherwise agreed in writing.

Any payment or administration fee charged by TZI will be clearly disclosed before payment. Currency-conversion charges, foreign-transaction fees and other charges imposed independently by a bank, card issuer or payment provider remain outside TZI’s control.

Online card payments are processed by an independent payment provider. TZI does not ordinarily receive or store the full card number or security code; it receives only the limited transaction and payment status information provided for administrative and accounting purposes.

5. Tailor-Made Planning and Administration

Some requests require substantial research, consultation, itinerary design, availability checks, supplier coordination, and reservations or ticketing beyond what a standard quotation covers.

For tailor-made services requiring this work, TZI’s standard Consultation Fee and Booking Deposit is CHF 690.00, consisting of:

A CHF 350.00 Consultation and Planning Fee (non-refundable); and
A CHF 340.00 Booking Deposit, credited toward the confirmed TZI Service.

The Consultation and Planning Fee covers the scope described in the offer. Once the agreed work has begun, it is non-refundable unless mandatory law or the written offer provides otherwise.

The Booking Deposit forms part of the TZI service price and is subject to the Cancellation, Changes and Refund Policy.

For complex, multi-day, group or supplier-intensive arrangements, a different or higher consultation and planning fee or booking deposit may apply. The applicable amounts, scope, and any third-party commitments will be explained and agreed upon before work begins.

TZI will not make a material third-party purchase on your behalf without your approval of the price and applicable supplier terms.

6. Third-Party Services and Package Travel

6.1 Independent Service Providers

A booking may include services delivered by independent providers, such as transportation companies, accommodation providers, restaurants, museums, attractions, activity providers or ticket issuers.

Your booking confirmation will indicate, where relevant, whether:

The third-party service forms part of a Service supplied by TZI; or
TZI is acting only as an intermediary to arrange a separate contract between you and the identified provider.

When TZI acts only as an intermediary, the provider is responsible for delivering its service under its own disclosed terms. TZI remains responsible for carrying out its own booking and coordination duties with reasonable care and for any responsibility that cannot legally be excluded.

6.2 Supplier Terms and Costs

Third-party services may be subject to the provider’s own availability, change, cancellation and refund terms. We will communicate those terms where reasonably available before the relevant service is purchased or confirmed.

If a provider changes or cancels its service, TZI will offer reasonable assistance and pass on any refund actually received for you, subject to the provider’s terms and applicable law.

TZI is not responsible for flights, accommodation, transportation or other arrangements booked independently by you and not included in the TZI booking.

6.3 Package Travel

Most TZI bookings are guiding services or individual day experiences. Certain combinations of travel services may, however, qualify as package travel under Swiss law.

Where a booking qualifies as package travel, TZI will provide any booking-specific information and terms required for that arrangement. The mandatory provisions of the Swiss Federal Act on Package Travel take priority over any inconsistent provision in these GT&Cs.

7. Cancellations, Changes and Refunds

Our Cancellation, Changes and Refund Policy forms part of your agreement and explains:

How to request a cancellation or change;
The standard refund schedule;
Rescheduling and transfer options;
Third-party and planning costs;
Late arrival and no-shows;
Force majeure and unavoidable circumstances;
Changes or cancellation by TZI;
The optional Flexible Cancellation Option; and
Refund processing.

No general cancellation schedule is repeated in these GT&Cs so that the two documents do not conflict. Any booking-specific cancellation terms will be shown before payment.

Nothing in the Cancellation, Changes and Refund Policy limits a termination right or remedy that cannot be waived under applicable law.

8. Participation and Guest Responsibilities

8.1 Travel and Safety Policy

Our Travel and Safety Policy forms part of your agreement. It explains travel preparation, accessibility, relevant health information, respectful conduct, outdoor conditions, food allergies, transportation, minors, emergencies and personal belongings.

8.2 Accurate and Relevant Information

You are responsible for providing accurate information that is reasonably necessary to arrange and deliver the Service. This includes the correct date, guest numbers, contact details, and any mobility, accessibility, dietary, health, or transportation requirements relevant to safe and comfortable participation.

You are not required to provide a complete medical history or information unrelated to the Service.

8.2.1 Final Information and On-Site Contact

Final participant numbers and any operational information requested by TZI must be provided by the deadline stated in the offer or booking confirmation.

For travel-agency, corporate, school and other organized-group bookings, the Client must provide a reachable on-site contact who is authorized to receive operational communications and confirm reasonable practical adjustments.

Late, incomplete or materially changed information may limit TZI’s ability to accommodate a request. Any resulting additional service or third-party cost will be explained and remains subject to the Client’s approval where required.

8.3 Documents, Timing and Instructions

Guests are responsible for:

Holding the passports, visas, permits and travel authorizations required for their journey;
Arriving at the confirmed meeting point on time;
Wearing or bringing clothing and equipment reasonably appropriate to the Service;
Following applicable laws and reasonable instructions from guides, drivers, venue staff and public authorities; and
Treating guides, service providers, local residents and other participants with respect, and respecting local communities, cultural sites and other people’s privacy.

8.4 Children, Student Groups and Minors

Guests under 18 must be accompanied by a responsible adult unless a different arrangement has been expressly agreed in writing.

Parents, guardians, schools, institutions and group organizers remain responsible for the supervision, conduct, safety and personal needs of participating minors throughout the Service. TZI provides guiding services and does not assume a childcare, custodial or supervisory role unless this has been expressly contracted.

An appropriate number of accompanying adults must be provided, taking into account the participants’ ages, group size, needs, and the nature of the Service. TZI may request information about the minors, accompanying adults and responsible on-site contact before confirming the booking.

If the proposed supervision would create a material safety or operational concern, TZI may require an adjustment and, in rare cases, decline or discontinue the affected Service.

8.5 Pets and Assistance Dogs

Please let us know before booking if you plan to bring a pet. Pets are subject to prior agreement and to any restrictions imposed by transportation providers, venues and other service providers.

The accompanying guest remains responsible for the animal’s supervision, behavior and any resulting costs or damage.

Recognized assistance dogs will be accommodated in accordance with applicable law. Advance notice helps us confirm suitable transportation, venues and routing.

8.6 Refusal or Ending a Service

TZI or the person responsible for the Service may reasonably refuse participation, adjust the Service or ask a guest to leave if the guest’s condition or conduct creates a significant safety risk, is unlawful, is seriously abusive or disruptive, or prevents the Service from being delivered responsibly.

Where reasonably possible, the concern will be explained first, and the guest will have an opportunity to correct the situation. Immediate action may be taken in serious cases.

Any refund entitlement will depend on the circumstances, the Cancellation, Changes and Refund Policy, the Travel and Safety Policy and applicable law. TZI does not rely on a blanket “no refunds in all cases” rule.

8.7 Personal Arrangements and Belongings

Guests remain responsible for arrangements not included in their TZI booking, including flights, accommodation, onward transportation and personal insurance.

Guests are also responsible for keeping passports, money, phones, luggage and valuables secure. TZI will provide reasonable assistance if an item is lost or damaged, but cannot guarantee recovery or replacement.

8.8 Damage to Property

Guests are responsible for reasonable and documented repair, replacement or extraordinary cleaning costs arising from loss or damage they intentionally or negligently cause to vehicles, venues, equipment or other property used in connection with the Service.

Ordinary wear and tear is excluded. TZI will explain any charge and provide supporting information where reasonably available

9. Gift Cards

9.1 Validity and Value

A purchased TZI gift card is valid for one year from its purchase date. It must be redeemed by contacting TZI and confirming an eligible booking before the expiry date. The confirmed Service may take place after the expiry date, subject to availability and the terms of that booking.

Unless the gift card expressly promises a specific Service, it represents credit in the amount shown and may be applied toward the current price of an eligible TZI Service. Any difference between the available credit and the current Service price remains payable.

If a gift card expressly names a Service that is later discontinued or no longer reasonably available, its original purchase value may be applied to another available TZI Service

9.2 Redemption and Transfer

Gift cards are subject to availability and must be redeemed by contacting TZI and providing the gift-card number or other requested verification.

Unless expressly issued on a personal or promotional basis, a gift card may be transferred to another person before redemption. It may not be resold commercially or combined with another promotion unless TZI agrees.

Bookings made using a gift card are governed by these GT&Cs and the policies applicable when the booking is confirmed.

9.3 Refunds, Loss and Misuse

Gift cards are not redeemable for cash and are non-refundable after purchase, except where required by law.

Any unused value expires at the end of the stated validity period, subject to any rights that cannot be excluded under applicable law.

Where a booking paid with a gift card qualifies for a refund, the applicable amount will normally be returned as gift-card credit.

Please keep the gift-card number secure. If a card is lost or stolen, contact TZI promptly. Where the purchase and unused balance can be reasonably verified, TZI will make reasonable efforts to deactivate and replace the card. TZI cannot reimburse value already redeemed by another person before notice where TZI acted with reasonable care.

10. Concerns and Complaints

Your experience matters to us. If a problem arises during a Service, please inform the guide or contact TZI as soon as reasonably possible so we have an opportunity to assist with or correct it.

If the concern is not resolved, please write to hello@thezurichinsider.com with the booking reference and relevant details. Contacting us promptly, ideally within 14 calendar days after the Service, helps us investigate effectively but does not waive any rights that cannot be limited by law.

We will acknowledge the concern and aim to provide a considered response within a reasonable time. Both parties agree to make a genuine effort to resolve disputes amicably before beginning formal proceedings, where circumstances permit.

11. Liability

11.1 Our Responsibility

TZI will provide its Services with reasonable care and skill and will be responsible for direct loss caused by a breach of its contractual or legal obligations.

11.2 Matters Outside TZI’s Responsibility

To the extent permitted by law, TZI is not responsible for loss resulting from:

A guest’s act, omission, inaccurate information or failure to follow reasonable instructions;
Flights, accommodation, transportation or other arrangements not included in the TZI booking;
The independent act or omission of an unrelated third party that TZI could not reasonably control;
A third-party service for which TZI acted only as a disclosed intermediary, except for TZI’s own failure to exercise reasonable care; or
Force majeure or another unavoidable circumstance, subject to the remedies stated in the Cancellation, Changes and Refund Policy.

TZI is not responsible for indirect or consequential loss that was not reasonably foreseeable when the booking was made, to the extent such liability may lawfully be limited.

11.3 Personal Belongings

TZI is not responsible for loss, theft or damage to personal belongings unless it was caused by TZI’s breach of duty or by another circumstance for which TZI is legally responsible.

11.4 Rights That Are Not Limited

Nothing in these GT&Cs excludes or limits liability for intentional wrongdoing or gross negligence, or any other liability, right or remedy that cannot be excluded or limited under applicable law.

Any liability and remedies arising under the Swiss Federal Act on Package Travel remain unaffected where that Act applies.

12. Force Majeure and Unavoidable Circumstances

Force majeure and other unavoidable circumstances are defined and handled in the Cancellation, Changes and Refund Policy.

Depending on the circumstances, TZI may adjust the route or timing, offer a reasonable alternative, reschedule or cancel an affected Service. Refunds and third-party costs are determined under that policy and any mandatory law.

Ordinary seasonal weather does not by itself constitute force majeure where the Service can still be provided safely and lawfully.

13. Data Protection, Photography and Website Content

TZI processes personal data for bookings, communication, service delivery, legal compliance and other purposes described in our Privacy Policy.

Where reasonably necessary, relevant booking information may be shared with the guide or service provider involved in the Service. Sensitive information should be limited to what is practically necessary.

Participation in a Service does not by itself give TZI permission to use a guest’s identifiable image for marketing. Where TZI wishes to use identifiable photographs or recordings for promotional purposes, appropriate consent will be requested. Please tell the guide if you prefer not to be photographed.

General information on our website is provided under our Website Disclaimer. Your written offer and booking confirmation determine the Service contractually promised to you. The Website Disclaimer does not override TZI’s confirmed contractual obligations or any rights that cannot be excluded under applicable law.

TZI’s original website content, text, photographs, branding and other materials are protected as explained in our Copyright Policy.

14. Governing Law and Dispute Resolution

These GT&Cs and your agreement with TZI are governed by Swiss law, subject to any mandatory consumer-protection or conflict-of-laws provisions that apply.

We encourage you to contact us first so that we can try to resolve any concern fairly and directly.

The courts of Zurich, Switzerland, have jurisdiction where the parties may lawfully agree to that forum. Any mandatory right of a consumer to bring or defend proceedings in another competent court remains unaffected.

15. Final Provisions

15.1 Severability

If any provision of these GT&Cs is invalid or unenforceable, the remaining provisions continue to apply. The invalid provision will be replaced, to the extent legally possible, by a valid provision that most closely reflects its lawful purpose.

15.2 No Waiver

If either party fails to enforce a provision on one occasion, that failure does not waive the right to enforce it later.

15.3 Amendments

TZI may update these GT&Cs from time to time. Changes apply to bookings confirmed on or after the stated effective date.

The version applicable when your booking was confirmed continues to govern that booking unless:

A later amendment is expressly agreed with you in writing; or
An immediate change is required by mandatory law.

An update will not reduce any rights that cannot be excluded under applicable law.

15.4 Contact

If you have questions about these GT&Cs or any part of your booking, please contact us:

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

We will be happy to help.

General Terms & Conditions

We know that terms and conditions are not the most exciting part of planning a journey. They are, however, an important part of our agreement with you. We have therefore written these General Terms & Conditions (“GT&Cs”) to explain clearly how bookings with The Zurich Insider™ work and what you can expect from us.

Please read these GT&Cs, together with the policies linked below, before confirming your booking. If anything is unclear, we are always happy to explain it.

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