General Terms & Conditions
These General Terms & Conditions (“Terms”) govern the contractual relationship between Feel Zurich and the person making a booking for an experience or other service offered by Feel Zurich. They set out the conditions applicable to bookings, payments, changes, participation and the provision of services.
These Terms shall be read together with the applicable booking confirmation and the Feel Zurich Cancellation, Changes & Refund Policy. Where a specific written term has been agreed for a particular booking, that term shall prevail to the extent of any inconsistency with these Terms.
Last update - 28 august 2026
IN THIS POLICY
01. ABOUT FEEL ZURICH
1.1 Service Provider
Feel Zurich provides guided tours, excursions and other travel experiences in Zurich and other destinations in Switzerland.
Feel Zurich is operated by [FULL LEGAL NAME / LEGAL FORM].
Registered office: [FULL ADDRESS]
Email: [EMAIL ADDRESS]
Telephone / WhatsApp: [NUMBER]
Commercial register / UID: [IF APPLICABLE]
1.2 Definitions
For the purposes of these Terms:
“Feel Zurich”, “we”, “us” or “our” means Feel Zurich and, where applicable, the legal entity operating the relevant service.
“Client”, “you” or “your” means the person who makes or enters into the booking.
“Guest” or “participant” means any person participating in the booked Experience.
“Experience” means a tour, excursion, transfer, activity or other travel-related service offered by Feel Zurich.
“Booking Confirmation” means the written confirmation issued by Feel Zurich setting out the relevant details of the booking.
02. INFORMATION OF THE CONTRACT
2.1 Booking Request
A request for information, quotation or availability does not constitute acceptance of a booking.
A contractual relationship shall arise when Feel Zurich accepts the booking and the booking is confirmed in accordance with the applicable booking procedure.
2.2 Booking Confirmation
Unless otherwise stated, a booking shall be considered confirmed when Feel Zurich has issued written confirmation and any payment required for confirmation has been received.
The Booking Confirmation shall form part of the contractual agreement.
2.3 Client's Authority
The person making a booking confirms that they are authorised to enter into the booking and, where applicable, to act on behalf of all participants included in the booking.
The Client shall ensure that all participants are informed of these Terms and any conditions applicable to the Experience.
2.4 Electronic Contracting
Where bookings are made electronically, Feel Zurich shall provide the Client with the information required for the conclusion of the contract and shall provide electronic confirmation of the relevant booking details.
The Client shall have the opportunity to review and correct booking information before submitting the booking where the applicable booking process provides for such functionality. Swiss e-commerce rules require the customer to be able to identify the decisive step in concluding the contract, correct input errors and receive electronic confirmation.
03. BOOKINGS AND RESERVATIONS
3.1 Booking Information
The Client shall provide complete and accurate information necessary for the provision of the Experience.
This may include:
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name and contact details;
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date and time of the Experience;
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number of participants;
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age of participants where relevant;
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meeting point;
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accessibility or other relevant requirements; and
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any other information reasonably required for the service.
3.2 Incorrect Information
Feel Zurich shall not be responsible for consequences resulting from inaccurate, incomplete or outdated information supplied by the Client.
Where incorrect information results in additional costs, Feel Zurich may charge the Client for such costs where they are reasonably incurred and have been disclosed or are otherwise permitted under applicable law.
3.3 Group Bookings
For group bookings, the Client or lead booker shall be responsible for communicating relevant booking conditions to the other participants.
A participant may inform Feel Zurich that they will not attend, but such notification shall not automatically cancel or amend the booking as a whole.
04. DESCRIPTION OF SERVICES
4.1 Scope of the Experience
The services included in an Experience shall be those expressly stated in the applicable Booking Confirmation.
Items not expressly included shall be excluded from the booking.
4.2 Itineraries
Published itineraries are indicative unless expressly identified as fixed.
Feel Zurich may make reasonable adjustments to an itinerary where required by weather, traffic, opening hours, local events, operational requirements, safety considerations or circumstances affecting third-party services.
Any material change to the agreed Experience shall be handled in accordance with these Terms and, where applicable, the Cancellation, Changes & Refund Policy.
4.3 Photographs and Descriptions
Photographs, illustrations and descriptions published on the website are intended to represent the nature of the Experience.
They do not constitute a contractual guarantee that every location, vehicle, guide, venue or activity shown will form part of a particular booking unless expressly confirmed.
05. PRICES & PAYMENTS
5.1 Prices
Prices shall be stated in Swiss francs (CHF) unless otherwise indicated.
The total price applicable to the booking shall be communicated before the booking is confirmed.
5.2 Included and Excluded Services
The Booking Confirmation shall identify, where relevant, the principal services included in the price.
Unless expressly included, the price does not include:
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meals or beverages;
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entrance fees;
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accommodation;
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transportation;
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personal expenses;
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gratuities; or
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other third-party services.
5.3 Payment
Payment shall be made using the payment method and within the deadline stated during the booking process or in the Booking Confirmation.
Where a deposit is required, the remaining balance shall become due in accordance with the terms communicated at the time of booking.
5.4 Payment Processing
Payments may be processed through third-party payment service providers.
Feel Zurich shall not request complete payment-card information through ordinary email or other unsecured communication channels.
06. CHANGES TO THE EXPERIENCE
6.1 Changes Requested by the Client
Requests to change the date, time, number of participants, itinerary or other elements of an Experience shall be subject to availability.
A requested change shall not be effective until confirmed by Feel Zurich in writing.
6.2 Additional Costs
Where a requested change results in additional costs, including costs charged by third-party suppliers, such costs may be payable by the Client.
6.3 Cancellation Consequences
Where a requested change cannot be accommodated and the Client wishes to cancel the booking, the cancellation shall be governed by the Cancellation, Changes & Refund Policy.
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07. THIRD-PARTY SERVICES
7.1 Independent Suppliers
An Experience may include services supplied by independent third parties, including:
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transportation providers;
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restaurants;
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museums and attractions;
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boat operators;
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cable cars and mountain railways;
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activity providers; and
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other suppliers.
7.2 Supplier Conditions
Third-party services may be subject to separate terms, availability restrictions, cancellation conditions and operational requirements.
Where reasonably applicable, such conditions shall be communicated before booking or included in the Booking Confirmation.
7.3 Independent Arrangements
Feel Zurich shall not be responsible for flights, accommodation, transportation or other arrangements independently booked by the Client and not included in the confirmed Experience.
7.4 Applicable Travel Legislation
Where an arrangement constitutes a package travel arrangement or otherwise falls within mandatory Swiss or other applicable travel legislation, the rights and obligations applicable under such legislation shall apply notwithstanding any provision of these Terms.
08. GUEST RESPONSIBILITIES
The Client and each Guest shall:
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arrive at the designated meeting point at the agreed time;
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provide accurate information relevant to the Experience;
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comply with reasonable instructions given by Feel Zurich, guides and service providers;
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comply with applicable laws and venue rules;
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behave in a manner that does not endanger other persons or materially interfere with the Experience;
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use equipment and facilities in accordance with applicable instructions; and
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notify Feel Zurich as soon as reasonably possible of any circumstance that may affect their safe participation.
Feel Zurich may refuse or terminate participation where a Guest's conduct creates a material safety risk, is unlawful or materially interferes with the provision of the Experience.
Any consequences for cancellation, early termination or refunds shall be determined in accordance with the applicable booking terms and Cancellation, Changes & Refund Policy.
09. CHILDREN AND MINORS
9.1 Supervision
Participants under the age of 18 shall remain under the responsibility and supervision of their parent, legal guardian or accompanying adult unless Feel Zurich has expressly agreed otherwise in writing.
9.2 Age Restrictions
Certain Experiences may be subject to minimum age requirements or other restrictions.
Such requirements shall be communicated before booking where applicable.
9.3 Responsibility
Feel Zurich does not provide childcare or custodial supervision unless expressly included in the booked service.
10. ACCESIBILITY & SPECIAL REQUIREMENTS
The Client shall inform Feel Zurich before booking of any accessibility requirement, mobility limitation, dietary requirement or other circumstance that may materially affect participation.
Feel Zurich shall assess, where reasonably possible, whether the relevant Experience and any third-party services can accommodate the requirement.
The Client acknowledges that certain locations, vehicles, routes or activities may have inherent accessibility limitations.
Where Feel Zurich is unable to accommodate a disclosed requirement, this shall be communicated before the booking is confirmed where reasonably possible.
11. COMPLAINTS AND CONCERNS
11.1 During the Experience
A Guest who becomes aware of a problem affecting the Experience shall notify the guide or Feel Zurich without undue delay.
Feel Zurich shall be given a reasonable opportunity to investigate and, where possible, remedy the issue during the Experience.
11.2 After the Experience
Where an issue cannot reasonably be resolved during the Experience, the Client should submit the complaint in writing, including the booking reference and relevant details.
Feel Zurich shall review the complaint and respond within a reasonable period.
12. LIABILITY
12.1 General
Feel Zurich shall be liable in accordance with applicable law for damage caused by a failure to perform contractual obligations or by improper performance, subject to any lawful limitations or exclusions.
12.2 Third Parties
Where a service is supplied by an independent third party, the rights and liabilities relating to that service shall be determined by the applicable contractual relationship, supplier terms and mandatory law.
Nothing in these Terms shall exclude liability that cannot lawfully be excluded or limited.
12.3 Client's Conduct
Feel Zurich shall not be liable for consequences arising from the Client's or Guest's failure to follow reasonable instructions, failure to disclose relevant information or conduct contrary to applicable rules.
12.4 Personal Belongings
Guests remain responsible for their personal belongings during the Experience.
13. FORCE MAJEURE AND UNAVOIDABLE CIRCUMSTANCES
Force majeure means an exceptional circumstance beyond the reasonable control of Feel Zurich that prevents, materially affects or makes unsafe or unlawful the performance of the Experience.
Such circumstances may include, where applicable:
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natural disasters;
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severe weather;
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fire;
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governmental restrictions;
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war;
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terrorism;
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serious civil unrest;
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epidemics or pandemics;
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strikes;
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major transportation disruptions; and
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closure of relevant infrastructure or facilities.
Where such circumstances affect an Experience, Feel Zurich may, where reasonably possible:
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modify the itinerary;
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change the meeting point or time;
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provide an alternative service;
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reschedule the Experience; or
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cancel the affected Experience.
Any cancellation and refund consequences shall be governed by the Cancellation, Changes & Refund Policy and mandatory applicable law.
14. CANCELLATIONS, CHANGES AND REFUNDS
The Feel Zurich Cancellation, Changes & Refund Policy forms an integral part of the contractual framework applicable to the booking.
That policy governs:
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cancellation by the Client;
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changes and rescheduling;
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late arrival and no-show;
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third-party cancellation costs;
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unavoidable circumstances;
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cancellation or material changes by Feel Zurich;
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the Flexible Cancellation Option; and
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refunds.
The cancellation periods, refund amounts and applicable conditions are set out exclusively in that policy unless booking-specific terms have been expressly agreed in writing.
15. GIFT CARDS
Feel Zurich Cancellation, Changes & Refund Policy forms an integral part of the contractual framework applicable to the booking.
That policy governs:
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cancellation by the Client;
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changes and rescheduling;
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late arrival and no-show;
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third-party cancellation costs;
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unavoidable circumstances;
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cancellation or material changes by Feel Zurich;
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the Flexible Cancellation Option; and
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refunds.
The cancellation periods, refund amounts and applicable conditions are set out exclusively in that policy unless booking-specific terms have been expressly agreed in writing.
16. GOVERNING LAW AND JURISDICTIONS
These Terms and the contractual relationship between Feel Zurich and the Client shall be governed by Swiss substantive law, subject to mandatory provisions of applicable law.
Any dispute arising out of or in connection with a booking shall be submitted to the competent courts having jurisdiction under applicable law.
[TO BE COMPLETED: specific jurisdiction / registered office once confirmed with the Swiss adviser.]
Nothing in this clause shall restrict any mandatory jurisdiction or consumer protection right that cannot lawfully be excluded.
17. CONTACT
Questions concerning these Terms or a confirmed booking may be addressed to:
Feel Zurich
[FULL LEGAL NAME]
[ADDRESS]
Email: [EMAIL]
Telephone / WhatsApp: [NUMBER]