Customer Service to Customers of Art Nouveau Private Tours:
Process of purchase–To book a private tour please select your desired tour, group size and date/starting time on the calendar. Some tours have additional options to select (some of them compulsory, others optional). Next, access to the purchase basket where you will be able to confirm the characteristics of your order and to proceed to the purchase. In the basket you will see all the information of your order: selected products, unitary price and total price. Once the selection process of articles has finished, then it passes to the confirming section of your order, in which you are asked to fill in the application form with your personal data. Then, in another screen it may be seen the summary of the order with the detailed mailing costs. The last step is to have access to the safety server of our bank to make the payment with card, in a totally safe way. Once you have submitted your order, you will receive an email with your order confirmation number.
If you prefer to book the private tour without having to use the website for transaction, please contact us by email at contact@artnouveau.club or by whatsApp at +34 667 823 001 and tell us which private tour you are interested in, the group size, date and time for the tour. We will reply in less than 24 hours.
Payment options–A deposit is always required to confirm a booking, in some cases the deposit equals the full price of the private tour. In some cases the client can choose if prefers to make the deposit of a part of the tour our the deposit of the full price. We accept the following forms of payment: Bank transfer (IBAN), PayPal and Credit Card (MasterCard, VISA). Credit card information is encrypted using secure socket layer technology (SSL) and is stored with a AES-256 encryption. We follow all Payment Card Industry Data Security Standard (PCI-DSS) requirements and implement additional generally accepted industry standards. VAT is included, if you require a receipt Contact.
General cancellation policy– All cancellations have to be by e-mail contacting us at contact@artnouveau.club and need to be reconfirmed by us. We do not accept cancellations by phone or by third parties. Once the tour is confirmed, it can be canceled up to one week prior to the start date to receive a refund of the amount paid for the booking of the tour cost. Further cancellations and no shows are non refundable. All amount pending will be claimed. No show: No restitution. All amount pending will be claimed.
Date change policy– If you needed to change the date/time of your tour, we are open to schedule changes and we will do our best to do it with no cost, but we cannot guarantee that. it depends on our availability for the new requested hours/date. Please note that if we have already bought tickets for any museum or monuments for your tour, such tickets will be lost and you’ll have to pay for them again if you still wish to visit it.
General rules– The following rules apply to all tours (a) Tours are carried rain or shine. Bad weather is not a valid reason to cancel a tour; (b) Every private tour has a starting point displayed on the website. If it is convenient for the traveler, the meeting point can be changed when agreed before the tour starts. (c) Client is responsible to be on time. If the client is late, it’s time wasted from the tour in the case that the private guide has not availability after the tour. There are no refunds for wasted time when clients are late because tours must finish at the time that was planned upon booking; (d) Client is responsible for their own safety and their party’s. That includes crossing roads/streets, going up/down stairs or steps, wearing seatbelt inside vehicles… The guide is not liable for any injury, damage, loss or accident incurred during the tour. The guide reserves the right to terminate any tour due to unreasonable behavior of the client; (e) Luggage and personal effects are carried entirely at the owner’s risk. The guide is not liable for damage, loss or other irregularity incurred during the tour; (f) Client is urged to acquire adequate insurance to cover any loss as a consequence of flight/cruise-ship cancellations/delays, personal illness and other circumstances beyond our control that might cause the tour to be cancelled. We are not liable for any delay or irregularity of this nature, nor any expenses resulting from them; (g) The guide will stick to the agreed itinerary as much as possible, but reserving the right to change the itinerary and timings depending on weather conditions and unpredictable events caused by traffic, demonstrations, works in progress, etc. Guides handle the tour rhythm in a pleasant way, but it’s the client responsibility to follow the guides indications so during the time of the tour it can be covered everything that was planned. The guide will not be responsible if there wasn’t time to visit all the promised sites in the itinerary. No refunds for itinerary changes; (h) In lunch stops and on the cuisine classes activities, client is responsible for telling the tour guide or advising us in advance about any food allergies or intolerances they might suffer so we can help choosing your food. The client takes full responsibility for the food that he or she decides to eat, and the guide will never be liable for any health issue resulting from the food/drinks eaten/drunk during a tour. No food or drink to be consumed inside vehicles except by permission of the driver.
What is included– Our service is designing the best Art Nouveau City private tours in the cities and choosing the guides that can do them in a better way in each city. Our role is connecting our clients with the most suitable city guides. The Partner City Guides are responsible of doing the guiding of the small groups, and they are paid accordingly for the number of hours booked. They are the ones in a business relationship with the Professional driver with luxury vehicle and car insurance (if this service has been booked chauffeured service). artnouveau.club is paid as commissionist agents, with no involvement as tour agency or guides.
What is not included except otherwise specified– Entrance fees, sites reservations when required, luggage handling, meals and other personal expenses like medical expenses or insurance.
Contact Us– For questions or comments, please Click here to contact us using a form. If your question is about a specific order, be sure to include your order number and date.