1. Company Information

2. Definitions

• "Booking" — a confirmed reservation of one or more Products completed through amsluxurytours.com, following successful payment and receipt of a Booking Confirmation email.
• "Booking Confirmation" — the email sent by We Are Amsterdam B.V. to the Customer upon successful payment, confirming the Booking details.
• "Cancellation" — a written request submitted by the Customer to terminate a confirmed Booking prior to the scheduled entry date or tour start time.
• "Cancellation Window" — the minimum period before the scheduled entry date within which a cancellation request must be received to be eligible for a refund.
• "Customer" — any individual or legal entity that has completed a Booking through the Website.
• "Consumer" — a Customer who is a natural person acting outside the scope of any trade, business, craft, or profession, as defined under EU Directive 2011/83/EU.
• "Entry Date" — the date and time slot confirmed in the Booking Confirmation for which the Voucher is valid.
• "Free Cancellation Product" — a Product labelled "Free Cancellation" on its product page, eligible for a full refund subject to the conditions in Section 5.
• "Non-Refundable Product" — a Product labelled "Non-Refundable" on its product page, for which no refund is issued upon Customer-initiated cancellation.
• "No-Show" — the failure of the Customer to present themselves at the venue on the booked Entry Date without a valid cancellation request.
• "Service Fee" — the fee charged above the base ticket price for booking facilitation, platform operation, and customer support.
• "Supplier" — the third-party museum, attraction, or tour operator that provides the experience.
• "Voucher" — the digital booking confirmation document issued upon successful payment, used for venue entry.

3. General Principles

3.1 We Are Amsterdam B.V. sells exclusively digital products: museum tickets, guided tours, skip-the-line passes, and related experiences. All cancellation rights relate to the termination of a Booking and the potential refund of monies paid. There is no physical item to return.

3.2 The cancellation terms applicable to each Product are clearly stated on the product page before purchase and are included in the Booking Confirmation email.

3.3 Where the product-level cancellation terms differ from the general provisions of this Policy, the product-level terms take precedence.

3.4 This Policy is in addition to, and does not limit or replace, any statutory rights the Customer may have under applicable Dutch or EU consumer law.

4. Statutory Right of Withdrawal — EU Law

4.1 Under EU Directive 2011/83/EU, Consumers ordinarily benefit from a 14-day right of withdrawal from distance contracts.

4.2 However, pursuant to Article 16(l), this right does not apply to contracts for leisure activities — including museum tickets, guided tours, and similar timed experiences — where the contract provides for a specific date or period of performance.

4.3 Accordingly, once a time-specific Booking is confirmed, the 14-day statutory withdrawal right does not apply. This exclusion is disclosed on the product page and at checkout before payment.

4.4 This statutory exclusion does not affect the contractual cancellation rights granted under Section 5. Where those rights are more favourable than the statutory minimum, the contractual rights apply.

5. Customer-Initiated Cancellations

5.1 Free Cancellation Products

Where a Product is labelled "Free Cancellation":

• (a) Full refund including Service Fee if cancelled at least 24 hours before the Entry Date, unless a different window is specified.
• (b) Requests received less than 24 hours before are not eligible for a refund.
• (c) The applicable Cancellation Window is always stated on the product page and in the Booking Confirmation.

5.2 Non-Refundable Products

Where a Product is labelled "Non-Refundable":

• (a) No refund upon Customer-initiated cancellation, regardless of reason or timing.
• (b) This applies unless Section 6 or Section 7 applies.
• (c) The non-refundable status is prominently displayed on the product page and at checkout.

5.3 Partially Refundable Products

Some Products may specify a tiered or partial refund structure. Example:

• 48h+ before Entry Date: full refund
• 24–48h before Entry Date: 50% refund
• Less than 24h: no refund

Always refer to the product page for exact terms applicable to your Booking.

6. Supplier-Initiated Cancellations

6.1 If a Supplier cancels, permanently closes, or materially alters a Product, We Are Amsterdam B.V. will:

• (a) Notify the Customer by email as soon as practicably possible;
• (b) Offer rebooking to an alternative date/time of equal or greater value, or a full refund including Service Fee.

6.2 The Customer has 7 calendar days to select their preferred option. If no response is received, a full refund will be processed automatically.

6.3 We Are Amsterdam B.V. is not liable for indirect or consequential losses including travel costs, accommodation expenses, or loss of enjoyment.

7. Force Majeure Cancellations

7.1 A Force Majeure event means any circumstance beyond reasonable control, including: natural disasters, fire, flood, pandemic, acts of government, strikes, civil unrest, terrorism, or mandatory venue closure.

7.2 In the event of Force Majeure:

• (a) We will make reasonable efforts to offer an alternative date, time, or comparable product;
• (b) Where no reasonable alternative is available, a full refund including Service Fee will be issued;
• (c) We are not liable for indirect or consequential losses.

8. No-Show Policy

8.1 A No-Show occurs when the Customer fails to present themselves at the venue on the booked Entry Date without a valid cancellation request.

8.2 No-Shows are not eligible for a refund or rescheduling, regardless of reason, including:

• Personal illness or medical emergency;
• Transportation disruption;
• Change of travel plans;
• Incorrect date or time assumed by the Customer.

8.3 Customers experiencing exceptional circumstances may contact info@amsluxurytours.com for goodwill consideration.

8.4 To avoid a No-Show:

• Review the Entry Date and time in the Booking Confirmation;
• Request an amendment at least 48 hours in advance;
• Cancel within the applicable Cancellation Window where the Product permits free cancellation.

9. How to Submit a Cancellation Request

9.1 All cancellation requests must be submitted in writing by email to: info@amsluxurytours.com

Subject line: "Cancellation Request — [Booking Reference]"

9.2 The email must include:

• The Customer's full name as used at the time of booking;
• The Booking reference number;
• The scheduled Entry Date;
• The reason for cancellation (optional).

9.3 Requests via telephone, social media, live chat, or contact form cannot be accepted as valid cancellations.

9.4 The cancellation is effective from the date and time the request is received, not from the date of our reply.

9.5 A Cancellation Confirmation will be sent within 2 Business Days. If you do not receive it, please follow up.

10. Booking Amendments

10.1 Requests to change date, time, or number of participants must be submitted to info@amsluxurytours.com at least 48 hours before the original Entry Date.

10.2 Amendments are subject to availability and not guaranteed.

10.3 Price differences:

• More expensive: Customer pays the difference before confirmation;
• Less expensive: difference refunded within 14 calendar days.

10.4 An administrative amendment fee of up to €5.00 per Booking may apply.

11. Refund Processing

11.1 Approved refunds will be processed within 14 calendar days of the Cancellation Confirmation.

11.2 Refunds are issued exclusively to the original payment method. No cash, cheque, or alternative instrument unless required by law.

11.3 All refunds are in Euros (EUR). We are not responsible for currency conversion differences.

11.4 Service Fee refund:

• Supplier cancellation or Force Majeure: fully refunded
• Free Cancellation within window: fully refunded
• Outside window or Non-Refundable: not refunded

12. Summary Table — Quick Reference

13. Complaints and Escalation

13.1 If dissatisfied with a cancellation or refund outcome, email info@amsluxurytours.com with subject: "Formal Complaint — [Booking Reference]"

13.2 Complaint acknowledged within 2 Business Days; final response within 14 Business Days.

13.3 EU Consumers may submit a complaint to the European Commission's ODR platform.

13.4 Nothing limits the Customer's right to pursue legal proceedings before the courts in Amsterdam or their country of residence.

14. Changes to This Policy

14.1 We reserve the right to update this Policy at any time. The current version is always available at amsluxurytours.com/cancellation-policy.

14.2 For confirmed Bookings, the Policy in force at the time of purchase applies.

15. Governing Law

This Cancellation Policy is governed by the laws of the Netherlands. EU Consumer protection rights under Directive 2011/83/EU and applicable national implementing legislation continue to apply in full.

16. Contact

For all cancellation requests and related enquiries:

Response time: within 2 Business Days.

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