Last updated on 17.03.2024

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This policy outlines the Terms and Conditions for Cancellations, Changes, and Refunds related to bookings with The Zurich Insider (TZI). It applies to all services the client (you) booked, including, but not limited to, tours, transfers, private vehicles, and experiences (hereinafter referred to as "services"). 

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1. How to Request Cancellations and Changes

2. Cancellations and Changes in Bookings by You

3. Unforeseeable Events - Force Majeure

4. Cancellation by The Zurich Insider (TZI)

5. Changes in Service Prices or Services by You

6. Changes in Service Prices or Services by The Zurich Insider (TZI)

7. “No-Questions-Asked” Cancellation Assurance

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Before Traveling
We strongly recommend that you review and obtain additional travel insurance that provides adequate coverage for any potential loss of property, illness, injury, flight cancellation, travel delays, or unforeseen events. 

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While TZI’s policies offer flexibility, they do not provide comprehensive coverage for all potential travel interruptions or last-minute cancellations.

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Please note that TZI does NOT offer health, travel, or trip cancellation insurance. However, we do provide a "No-Questions-Asked" tour cancellation assurance for an additional fee of 15% of the service’s cost (guiding services). This assurance offers peace of mind by allowing you to cancel a booked service with partial refund coverage (see Section 7 for further details).

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Clients are responsible for securing and managing any independently arranged third-party services, such as flights and accommodations.

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Refund Processing and Non-Refundable Payments

Refunds will be processed to the original payment method within ten (10) business days unless otherwise specified. Any refunds will exclude non-refundable third-party deposits or expenses, as applicable.

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Please note that TZI is also not liable for third-party arrangements made independently by clients, such as flights, accommodations, or other services not directly provided and specified by TZI.

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1. How to Request Cancellations and Changes

All cancellation and change requests must be made in writing and sent to hello@thezurichinsider.com

 

Please include relevant details such as your booking reference number, name, and reason for cancellation (if applicable).

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Alternatively, for urgent changes, you may notify us via WhatsApp at +41 76 464 54 88. The terms of this policy apply.

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2. Cancellations and Changes in Bookings by You

Cancellations and changes to your booking, including any modifications to the itinerary, number of guests, or service date, must be submitted in writing and are legally binding once confirmed by TZI. Additional fees may apply. 

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The following refund structure applies to client-initiated cancellations:

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• 30+ calendar days before service: 100% Refund of the total service cost.

• 16-29 calendar days before service: 50% Refund of the total service cost.

• 0-15 calendar days before service: 0% Refund of the total service cost.

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If you cancel a service 16+ days before the original date, you may defer the service to a later date within the same calendar year at no additional cost (subject to availability). A deferral to the next calendar year incurs an administration fee of CHF 150.00 per service.

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Transfer of Booking 

If you are unable to travel, you may transfer your service to another party, provided you inform TZI at least seven (7) calendar days before the service date. All related costs, including any outstanding payments, must be settled prior to the transfer.

 

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3. Unforeseeable Events - Force Majeure

Force majeure events are rare, exceptional circumstances that make it unsafe or impossible to carry out a service. In such cases, you may be eligible for a refund of the service price upon providing verification of the event. Events constituting force majeure include, but are not limited to:

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• Natural disasters or severe weather events (floods, high winds, snow blizzards, fires, etc.)

• Governmental measures or travel restrictions

• Political or social unrest (e.g., war, terrorism, riots, civil disturbances)

• Traffic or road closures (e.g., landslides, major accidents)

• Pandemic-related measures and quarantines​

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Events NOT covered by Force Majeure
Certain events are not covered under this provision, including, but not limited to, illness or injury, bad weather, personal schedule changes, flight/train/boat delays or cancellations, or missed travel connections. Clients are responsible for staying informed of entry/exit requirements for all countries in their travel plans.

 

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4. Cancellation by The Zurich Insider (TZI)

TZI reserves the right to cancel any booked service for reasons including, but not limited to:

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• Safety concerns or compromised quality of service

• Unforeseen force majeure circumstances (see Section 3)

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In such cases, TZI will offer a full refund if no alternative service can be arranged. However, non-refundable third-party deposits or expenses may reduce the total refund amount. TZI will make every effort to recover these expenses on behalf of the client.

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Partial Refunds for Early Termination

If TZI terminates a service early due to circumstances within TZI’s control, you will receive a partial refund proportionate to the portion missed. Expenses not covered under this policy include airfare, accommodation, or other related costs.

 

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5. Changes in Service Prices or Services by You

If you request modifications to an existing booking, TZI will provide a revised itinerary and price (if applicable). If the new price is lower, the difference will be applied to alteration costs. If higher, the additional costs are due upon agreement. Please note that changes are not guaranteed and are at TZI’s discretion.

 

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6. Changes in Service Prices or Services by The Zurich Insider (TZI)

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6.1 Price Adjustments Due to Extraordinary Circumstances
TZI may adjust prices for existing bookings due to unforeseen and extraordinary circumstances, such as newly introduced or increased taxes, fuel surcharges, airport tax increases, etc. You will be notified promptly of any such changes. Upon notification, you have five (5) calendar days to accept or cancel with a full refund.

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6.2 Itinerary Changes
TZI reserves the right to alter the service itinerary before or during the service due to circumstances beyond our control, including force majeure events or local restrictions. 

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If significant itinerary changes are made before the tour, you may choose to accept, cancel and receive a refund, or exchange for an alternative service.

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You will cover any additional costs required for itinerary changes made after departure in extraordinary circumstances (e.g., safety, health, or comfort concerns). 

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TZI is not responsible for incidental expenses related to itinerary changes, such as visas, vaccinations, or non-refundable flights. It also excludes additional compensation for damages resulting from changes in service prices or itineraries.

 

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7. “No-Questions-Asked” Cancellation Assurance

This Assurance is distinct from and does not replace your personal travel insurance. You are responsible for obtaining any personal travel insurance to cover other aspects of your trip.

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The Zurich Insider offers a “No-Questions-Asked” Cancellation Assurance for a fee of 15% of the guiding service price purchased at the time of booking. This assurance allows cancellation for any reason up to 24 hours before the service with a partial refund as follows:

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7.1 Refund Calculation Example

• Total Service Price: CHF 340.00

• Assurance Fee (15%): CHF 51.00

• Total Paid: CHF 391.00

- Assurance Fee (15%): CHF 51.00

- Transaction Fee (5%): CHF 19.50

• Refundable Amount: CHF 320.00

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7.2 Coverage and Exclusions
The Assurance covers only the guiding services and excludes purchased third-party expenses (arranged by TZI) such as, but not limited to: 

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• Private or public transportation

• Tickets (museums, etc.)

• Accommodation

• Food

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7.3 Cancellation Notification
Cancellations under Assurance must be submitted via email up to 24 hours before the service start time. Refunds will be processed as per the Refund Processing terms. Alternatively, cancellations under Assurance may also be submitted via WhatsApp at +41 76 464 54 88 for urgent requests.

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7.4 Non-Transferability and Amendments
The Assurance is non-transferable and applies only to the specific service booked (guiding services). TZI reserves the right to modify or discontinue the Assurance anytime, provided changes will not affect previously purchased Assurance.

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7.5 Assurance Fee Clarification: The "No-Questions-Asked" Cancellation Assurance fee is non-refundable and applies only to the specific service booked. This fee itself will not be reimbursed under any circumstances except as required by law.

 

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Amendments to the Cancellation Policy

TZI may modify or amend this Cancellation Policy at any time. Any such changes will apply to new bookings made on or after the effective date of the amendment. It is your responsibility to review updates posted on our website.

 

For questions regarding this Cancellation Policy, please contact hello@thezurichinsider.com

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