Cancellations, Changes & Refunds
This Cancellation, Changes & Refunds Policy (“Cancellation Policy”) forms part of the contractual terms applicable to bookings made with Feel Zurich. It sets out the conditions under which a Client may cancel or change a booking and the circumstances in which Feel Zurich may modify or cancel an Experience.
This Cancellation Policy shall be read together with the Feel Zurich General Terms & Conditions and the applicable Booking Confirmation. Where booking-specific cancellation terms have been expressly agreed in writing, those terms shall prevail to the extent of any inconsistency with this Cancellation Policy.
Last update - 28 august 2026
IN THIS POLICY
01. SCOPE
This Cancellation Policy applies to tours, excursions, transfers and other Experiences booked directly with Feel Zurich, unless different cancellation conditions are expressly stated in the Booking Confirmation.
Complex, customised or multi-service arrangements may be subject to booking-specific cancellation conditions where accommodation, transportation, tickets, restaurants or other third-party services impose separate conditions.
Where applicable, such conditions shall be communicated before the booking is confirmed.
Where a booking is made through a third-party platform, travel agency or other intermediary that controls the booking or payment process, the cancellation conditions applicable to that booking channel may apply.
Nothing in this Cancellation Policy shall exclude or restrict rights arising under mandatory applicable law.
02. CANCELLATION AND CHANGE REQUESTS
2.1 Form of Request
Cancellation and change requests must be submitted in writing to:
Email: [EMAIL]
WhatsApp: [NUMBER]
2.2 Required Information
The request should include:
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booking name;
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booking reference, where available;
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date of the Experience;
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requested cancellation or change; and
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any other information reasonably necessary to identify the booking.
2.3 Effective Time
A cancellation or change request shall become effective when received by Feel Zurich.
For the calculation of cancellation deadlines, the relevant time shall be determined by the scheduled local start time of the Experience in Switzerland.
03. CANCELLATION BY THE CLIENT
Notice received before scheduled start
Refund of Feel Zurich service price
14 or more calendar days
100%
8-13 calendar days
50%
7 calendar days or less
After the experience has started/ No-show
No refund
No refund
3.1 Calculation
The applicable cancellation period shall be calculated backwards from the scheduled start time of the Experience using the local time applicable at the location of the Experience.
3.2 Service Price
For the purposes of this Policy, the “Feel Zurich Service Price” means the amount charged by Feel Zurich for the services expressly identified as Feel Zurich services.
Separate third-party costs, ticketing charges, accommodation, transportation or other externally supplied services may be subject to separate conditions.
3.3 Deposits
Any deposit paid toward a booking shall form part of the applicable service price and shall be treated in accordance with the cancellation schedule applicable to that booking, unless otherwise stated in the Booking Confirmation.
04. CHANGES AND RESCHEDULING
4.1 Requests
Feel Zurich may accommodate requests to change the date, time, number of participants or itinerary, subject to availability.
A requested change shall not be effective until confirmed in writing.
4.2 Rescheduling
Where a booking is rescheduled, the new date shall be subject to availability.
Any difference in the price of the replacement Experience or additional third-party costs shall be payable by the Client where applicable.
4.3 Late Change Requests
Requests received close to the scheduled start time may not be capable of being accommodated.
Where a requested change cannot be accommodated, the cancellation terms applicable to the original booking shall apply.
4.4 Reduction in Participants
For private Experiences priced for the group as a whole, a reduction in the number of participants shall not automatically result in a reduction of the confirmed booking price.
Where an Experience is priced per participant, any reduction shall be handled in accordance with the applicable cancellation terms.
05.THIRD-PARTY SERVICES AND COSTS
An Experience may include services provided by third parties, including:
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transportation;
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museums and attractions;
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boat services;
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cable cars;
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restaurants;
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accommodation;
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tickets; and
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other suppliers.
Such services may be subject to non-refundable or otherwise restricted cancellation conditions imposed by the relevant supplier.
Where a Client cancels a booking, Feel Zurich may retain amounts that are genuinely non-refundable or non-recoverable under applicable third-party terms.
Feel Zurich shall use reasonable efforts to recover refundable amounts where possible.
Any amount subsequently recovered from a third-party supplier and attributable to the Client shall be passed on to the Client, subject to any applicable administration charges expressly disclosed before booking.
06. LATE ARRIVAL, NO-SHOW AND EARLY TERMINATION
6.1 Late Arrival
The Client shall arrive at the designated meeting point at the time stated in the Booking Confirmation.
If a Client expects to be late, they should contact Feel Zurich as soon as possible.
A late arrival shall not automatically extend the scheduled finishing time of the Experience.
6.2 No-Show
No refund shall be due where the Client or Guest:
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fails to attend the Experience;
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fails to arrive at the agreed meeting point;
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is unable to participate because of substantial delay attributable to the Client; or
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fails to comply with a reasonable requirement necessary for participation.
6.3 Early Termination by the Client
If the Client voluntarily ends an Experience after it has started, no refund shall be due for services already provided or time not used, unless otherwise required by applicable law or expressly agreed by Feel Zurich.
6.4 Termination by Feel Zurich
Where Feel Zurich terminates an Experience because of a Guest's serious misconduct, unlawful conduct or material safety risk, no refund shall be due to the extent permitted by applicable law.
07. WEATHER AND UNAVOILABLE CIRCUMSTANCES
7.1 Ordinary Weather
Experiences may proceed in ordinary seasonal weather conditions, including rain, snow, heat or cold, unless such conditions make the Experience unsafe or materially impossible to provide.
Ordinary weather discomfort shall not, by itself, entitle the Client to a refund.
7.2 Unavoidable Circumstances
An unavoidable circumstance means an exceptional event beyond the reasonable control of Feel Zurich which makes the Experience unsafe, unlawful or impossible to provide.
Examples may include:
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severe weather;
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natural disasters;
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government restrictions;
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major transportation or infrastructure closures;
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strikes;
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serious civil unrest;
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war or terrorism;
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epidemics or pandemics; or
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other circumstances of comparable nature.
7.3 Measures Available to Feel Zurich
Where an unavoidable circumstance affects an Experience, Feel Zurich may:
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modify the itinerary;
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change the meeting point;
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change the starting time;
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provide an alternative;
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reschedule the Experience; or
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cancel the Experience.
7.4 Client-Specific Circumstances
Personal illness, injury, change of plans, flight delays, missed connections or other circumstances affecting only the Client shall not constitute force majeure where the Experience remains available.
Such circumstances shall therefore be dealt with under the ordinary cancellation terms or the Flexible Cancellation Option, if purchased.
08. CANCELLATION OR CHANGES BY FEEL ZURICH
8.1 Operational Changes
Feel Zurich may make reasonable changes to an Experience where necessary due to:
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guide availability;
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safety considerations;
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weather;
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local restrictions;
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transportation conditions;
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venue availability; or
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circumstances outside Feel Zurich's reasonable control.
8.2 Material Changes
Where Feel Zurich materially changes the date, duration or essential nature of an Experience, Feel Zurich shall notify the Client as soon as reasonably possible.
Where appropriate, Feel Zurich may offer:
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the revised Experience;
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a suitable alternative;
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rescheduling; or
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a refund of the affected Feel Zurich service.
8.3 Cancellation by Feel Zurich
Where Feel Zurich cancels an Experience and cannot provide a suitable alternative, the amount paid for the affected Feel Zurich service shall be refunded, subject to mandatory applicable law and any separate conditions applicable to third-party services.
Where the cancellation results from circumstances outside Feel Zurich's reasonable control, third-party costs shall remain subject to the relevant supplier's terms unless mandatory law provides otherwise.
09. FLEXIBLE CANCELLATION OPTION
9.1 Nature of the Option
The Flexible Cancellation Option is an optional contractual cancellation right offered by Feel Zurich.
It is not travel insurance and does not constitute insurance coverage for illness, injury, transportation disruption or other travel risks.
9.2 Purchase
The Flexible Cancellation Option must be selected and paid for at the time of booking.
It cannot be added after the booking has been confirmed unless Feel Zurich expressly agrees otherwise in writing.
9.3 Fee
Flexible Cancellation Option: [15%] of the applicable Feel Zurich Service Price.
[CONFIRM WITH YOUR TÍA BEFORE PUBLICATION.]
9.4 Cancellation With the Option
Where the Flexible Cancellation Option has been validly purchased, the Client may cancel the covered Feel Zurich service for any reason by submitting written notice at least 24 hours before the scheduled start time.
The Client shall receive a refund of the covered Feel Zurich Service Price.
9.5 Non-Refundable Option Fee
The Flexible Cancellation Option fee itself shall be non-refundable, except where Feel Zurich cancels the covered service and cannot provide a suitable alternative.
9.6 Exclusions
The Flexible Cancellation Option does not cover:
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transportation;
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accommodation;
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tickets;
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restaurant expenses;
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food or tastings;
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separately charged planning or administration services;
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third-party services; or
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arrangements booked independently by the Client.
9.7 Less Than 24 Hours
The Flexible Cancellation Option shall not apply where cancellation notice is received less than 24 hours before the scheduled start time, after the Experience has commenced or in the event of a no-show.
9.8 Rescheduling
The Flexible Cancellation Option shall remain attached to the same booking where Feel Zurich approves a rescheduling of that booking.
It shall not automatically transfer to a different or unrelated booking.
10. REFUND PROCESSING
Where a refund is due, Feel Zurich shall initiate the refund to the original payment method within 10 business days after the cancellation or refund entitlement has been confirmed.
The payment provider or financial institution may require additional time to process and credit the refund.
Where payment was made using a Gift Card or booking credit, the refund may be returned to the relevant Gift Card or credit balance unless otherwise required by applicable law.
11. AMENDMENTS
Feel Zurich may amend this Cancellation Policy from time to time.
The version applicable to a booking shall be the version in force when the booking was confirmed, unless a subsequent amendment is expressly agreed with the Client or required by mandatory law.
12. CONTACT
Cancellation and change requests shall be submitted to:
Feel Zurich
Email: [EMAIL]
WhatsApp: [NUMBER]