"Booking" means a confirmed reservation of one or more Products made by the Customer through the Website, following successful payment and receipt of a Booking Confirmation email.

"Cancellation" means the act of requesting termination of a confirmed Booking prior to the scheduled entry date or tour start time.

"Customer" means any individual or legal entity that has completed a Booking through amsluxurytours.com.

"Consumer" means 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.

"Free Cancellation Product" means a Product explicitly labelled "Free Cancellation" on its product page, eligible for a full refund subject to the conditions in Section 5.

"Non-Refundable Product" means a Product explicitly labelled "Non-Refundable" on its product page, for which no refund is issued upon Customer-initiated cancellation, except as required by applicable law.

"No-Show" means failure by the Customer to present themselves at the designated venue on the booked date and time, without prior cancellation within the permitted window.

"Refund" means the return of the amount paid by the Customer to the original payment method used at checkout.

"Service Fee" means the fee charged by We Are Amsterdam B.V. above the base ticket price, covering booking facilitation, platform operation, and customer support services.

"Supplier" means the third-party museum, attraction, or tour operator that provides the experience to which the ticket or tour relates.

"Voucher" means the digital booking confirmation document issued to the Customer upon successful payment, which is used for venue entry.

3.1 We Are Amsterdam B.V. sells exclusively digital products: museum tickets, guided tour bookings, skip-the-line passes, and related experiences. No physical goods are sold through this Website.

3.2 Accordingly, there is no process of returning a physical item. The concept of "return" in these policies refers exclusively to the cancellation of a Booking and the potential refund of monies paid, as set out in the sections below.

3.3 All cancellation and refund rights described in this Policy are in addition to, and do not limit, any statutory rights the Customer may have under applicable Dutch or EU consumer law.

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

4.2 However, Article 16(l) of that Directive provides a specific exemption: the right of withdrawal 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 on amsluxurytours.com, the 14-day statutory withdrawal right does not apply. This limitation is expressly disclosed during the checkout process, before payment is submitted, in compliance with Article 8(4) of Directive 2011/83/EU.

4.4 This exemption does not affect any contractual cancellation rights granted by We Are Amsterdam B.V. under Sections 5 and 6 of this Policy, which may be more favourable than the statutory minimum.

5.1 General Principle

The cancellation terms applicable to each Product are clearly stated on the product page before purchase. It is the Customer's responsibility to review these terms before completing a Booking. The applicable terms are also included in the Booking Confirmation email.

5.2 Free Cancellation Products

Where a Product is labelled "Free Cancellation" on the product page:

• The Customer may cancel and receive a full refund of the total amount paid, provided the cancellation request is received at least 48 hours before the scheduled entry date and start time, unless a different cancellation window is specified on the product page.
• Cancellations received less than 48 hours before the scheduled entry date and time are not eligible for a refund, regardless of the reason.
• The refund will include both the base ticket price and the Service Fee.

5.3 Non-Refundable Products

Where a Product is labelled "Non-Refundable" on the product page:

• No refund will be issued upon Customer-initiated cancellation, regardless of the reason or how far in advance the cancellation is requested.
• This applies unless the Supplier cancels or the circumstances described in Section 6 apply.
• Customers are strongly advised to review the cancellation label before purchase.

5.4 Partially Refundable Products

Some Products may specify a partial refund structure (e.g. 50% refund if cancelled more than 48 hours in advance). Where such terms apply, they are clearly stated on the product page and in the Booking Confirmation. In all such cases, the specific product-level terms take precedence over the general provisions of this Policy.

5.5 How to Request a Cancellation

To cancel a Booking, the Customer must:

• (a) Email info@amsluxurytours.com with the subject line "Cancellation Request";
• (b) Include the full name used at booking, the Booking reference number, and the scheduled date of the experience;
• (c) Submit the request within the applicable cancellation window as stated on the product page.

Cancellations requested by phone or through social media channels cannot be accepted. All cancellation requests must be submitted in writing by email to ensure proper processing and documentation.

5.6 Confirmation of Cancellation

Upon receipt of a valid cancellation request, the Company will send a written Cancellation Confirmation to the Customer's email address within 2 Business Days. The cancellation is effective from the date and time the request is received by the Company, not from the date the Cancellation Confirmation is sent.

6.1 Supplier-Initiated Cancellations

If a Supplier cancels, permanently closes, or materially alters a Product for reasons outside the Company's control, the Company will:

• (a) Contact the Customer as soon as practicably possible by email;
• (b) Offer either: rebooking to an alternative date or time slot of equal or greater value, subject to availability; or a full refund of the total amount paid, including the Service Fee.

The Customer will have 7 calendar days from the date of notification to select their preferred option. If no response is received within this period, a full refund will be processed automatically.

6.2 Force Majeure Events

A Force Majeure event means any circumstance beyond the reasonable control of the Company or the Supplier. In the event of Force Majeure that prevents a Product from being delivered:

• The Company will make reasonable efforts to offer an alternative date or product of comparable value;
• Where no reasonable alternative is available, a full refund of the amount paid to the Company will be issued;
• The Company shall not be liable for any indirect or consequential losses arising from a Force Majeure event.

6.3 Partial or Modified Delivery by the Supplier

Where a Supplier delivers a materially reduced version of the booked experience without prior notification, the Customer should:

• (a) Document the discrepancy at the venue where possible;
• (b) Submit a written complaint to info@amsluxurytours.com within 14 calendar days of the experience date.

The Company will assess each case individually and, where the reduced delivery is confirmed, may offer a partial refund or voucher credit at its discretion.

7.1 If the Customer fails to appear at the venue on the booked date and time without submitting a valid cancellation request within the applicable window, the Booking will be treated as a No-Show.

7.2 No-Shows are not eligible for a refund or rescheduling, regardless of the reason for non-attendance, unless the Product was purchased with a Free Cancellation option and the cancellation was submitted within the required timeframe.

7.3 Customers experiencing unforeseen circumstances may contact info@amsluxurytours.com to request consideration on a goodwill basis. The Company is under no obligation to grant such requests but will assess them on a case-by-case basis.

8.1 Requests to change the date, time slot, or number of participants for a confirmed Booking are subject to availability and must be submitted to info@amsluxurytours.com at least 48 hours before the original scheduled entry date and time.

8.2 Amendment requests are not guaranteed to be accommodated. If the requested change is not possible, the original Booking remains in force.

8.3 Where an amendment results in a price difference:

• If the new date or configuration is more expensive, the Customer will be asked to pay the difference before the amendment is confirmed;
• If the new date or configuration is less expensive, the difference will be refunded to the original payment method within 14 calendar days.

8.4 An administrative amendment fee of up to €5.00 per Booking may apply. Where applicable, this fee will be communicated to the Customer before the amendment is processed and confirmed.

9.1 Approved refunds will be processed within 14 calendar days of the Cancellation Confirmation or refund approval, whichever is later.

9.2 Refunds are issued exclusively to the original payment method used at checkout. We Are Amsterdam B.V. does not issue refunds by cash, bank transfer to a different account, or as credits to a different payment instrument, unless required by law or agreed in writing.

9.3 All refunds are issued in Euros (EUR). We Are Amsterdam B.V. is not responsible for any exchange rate differences between the original charge and the refund amount.

9.4 In the event that the original payment method is no longer available (e.g. expired card, closed account), the Customer must notify us at info@amsluxurytours.com so that an alternative refund method can be arranged.

9.5 Refund of the Service Fee

• Supplier cancellation or Force Majeure: the Service Fee is fully refunded.
• Customer-initiated cancellation of a Free Cancellation Product within the permitted window: the Service Fee is fully refunded.
• Customer-initiated cancellation outside the permitted window, or for Non-Refundable Products: the Service Fee is not refunded, except as required by applicable law.

10.1 If the Customer receives a Voucher that contains an error attributable to We Are Amsterdam B.V. (e.g. incorrect date, incorrect number of persons, wrong product), the Customer must notify us at info@amsluxurytours.com within 24 hours of receiving the Voucher.

10.2 Upon verification of the error, the Company will issue a corrected Voucher as soon as practicably possible, at no additional cost to the Customer.

10.3 If a defective Voucher is presented at the venue and entry is refused as a direct result of an error attributable to the Company, the Customer is entitled to a full refund of the total amount paid, provided the refusal is documented.

10.4 The Company is not liable for errors in Vouchers resulting from incorrect information submitted by the Customer during the booking process.

11.1 If a Customer accidentally completes a duplicate Booking for the same product, date, and number of persons, they should notify us at info@amsluxurytours.com within 2 hours of the second transaction.

11.2 We will make reasonable efforts to cancel the duplicate Booking and issue a full refund for the duplicated amount, provided the Voucher for the duplicate Booking has not been used or redeemed at the venue.

11.3 Duplicate Booking refund requests received after the 2-hour window or after the Voucher has been redeemed will be assessed on a case-by-case basis, and a refund is not guaranteed.

12.1 If the Customer is dissatisfied with the outcome of a cancellation or refund request, they may escalate their complaint by emailing info@amsluxurytours.com with the subject line "Formal Complaint" and including their Booking reference and a summary of the issue.

12.2 The Company will acknowledge the complaint within 2 Business Days and aim to provide a final resolution within 14 Business Days.

12.3 If the complaint cannot be resolved through direct correspondence, EU Consumers may submit a complaint via the European Commission's Online Dispute Resolution (ODR) platform at: ec.europa.eu/consumers/odr

12.4 Nothing in this Policy limits the Customer's right to pursue legal proceedings before the competent courts in Amsterdam, the Netherlands, or in their country of residence if they are a Consumer within the EU.

14.1 We Are Amsterdam B.V. reserves the right to update or amend this Return & Refund Policy at any time. The most current version will always be available at amsluxurytours.com/return-policy, with the "Last updated" date revised accordingly.

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

This Return & Refund Policy is governed by the laws of the Netherlands. EU Consumer protection rights under Directive 2011/83/EU and applicable national implementing legislation are not affected by any provision of this Policy and continue to apply in full.

For all cancellation requests, refund enquiries, or related questions, please contact us:

We Are Amsterdam B.V.

Herengracht 564, 1017 CH Amsterdam, Netherlands

Email: info@amsluxurytours.com

Website: amsluxurytours.com

KvK: 71166017 | VAT: NL858605879B01

Response time: within 2 Business Days.