Terms & Conditions

1. Company Information

These Terms & Conditions apply to services provided by Nelio Tours, operated by Jelio Krassimirov Pentchev (živnostník), registered in the Czech Republic under IČO: 17737052. Our contact details are listed below and may be used for booking-related communication, support, requests for changes, invoicing questions, and legal notices.

2. Scope of Services

Nelio Tours provides pre-booked private transport and sightseeing experiences in Prague and selected destinations outside Prague. Depending on the selected service, this may include private airport transfers, panoramic city rides, half-day or full-day scenic trips, and optional audio-guided self-guided experiences.

Unless expressly stated otherwise in the booking confirmation or service description, the driver does not act as a licensed tour guide. Any commentary, route information or audio content is provided only as a supplementary self-guided travel experience and must not be interpreted as a licensed guiding service under applicable law.

3. Booking Process

Bookings may be made through our website, by email, via WhatsApp, or through selected third-party partner platforms. A booking is considered accepted and confirmed only when one of the following occurs:

• full payment has been successfully received, or
• written confirmation has been issued by us by email, message, or another agreed communication channel.

We reserve the right to decline a booking request before confirmation, including in cases of limited availability, operational limitations, safety concerns, or incomplete customer information.

4. Prices and Payment

Prices are communicated in advance and are based on the specific service booked. Depending on the service, pricing may be shown per person, per vehicle, per transfer, or per group. The final agreed amount will be the amount confirmed at the time of booking.

Unless stated otherwise, quoted prices include the transport service itself and any inclusions specifically listed in the relevant service description. No hidden mandatory fees are added after confirmation.

Online payments are processed securely via SumUp or other approved payment providers. Customers are responsible for ensuring that payment details provided are valid and that sufficient funds are available at the time of transaction.

5. Service Performance and Operational Conditions

All services are carried out as private pre-booked transport experiences. Routes, timing, stop duration, and exact drop-off or pick-up points may reasonably vary depending on traffic conditions, road closures, weather, public restrictions, parking availability, local regulations, operational needs, or other circumstances beyond our direct control.

We will always make reasonable efforts to deliver the service safely, professionally and as closely as possible to the booked itinerary. Where stops are planned, the driver will attempt to stop at the nearest practical and lawful point, but exact access cannot be guaranteed in every case.

6. Customer Responsibilities

Customers are responsible for providing accurate booking details, including names, contact information, accommodation or meeting point details, passenger numbers, and any relevant special requirements.

By using our services, customers also agree:

• to arrive on time at the agreed meeting or departure location,
• to respect the agreed timing and schedule of the booked service,
• to behave in a manner that does not endanger the driver, the vehicle, other passengers, or third parties,
• to comply with seat belt, safety, and reasonable transport-related instructions.

7. Changes to Bookings

Requests to change a confirmed booking, including date, time, route, pick-up point, or passenger details, may be accommodated depending on availability and operational feasibility. We cannot guarantee that every requested modification will be possible after confirmation.

If a requested change significantly alters the service originally booked, we reserve the right to revise the price accordingly or to offer an alternative arrangement.

8. Cancellation and Refund Policy

Customers may cancel a confirmed booking subject to the following rules:

• Free cancellation up to 24 hours before the scheduled service: full refund.
• Cancellation less than 24 hours before the scheduled service: no refund.
• No-show: no refund.

Refunds, where applicable, are processed using the original payment method. Depending on the payment provider and banking system, processing may take approximately 5 to 10 business days.

If the booking was made through a third-party platform or reseller, cancellation and refund handling may be subject to that platform’s own policies, procedures and timelines.

9. Force Majeure and Exceptional Circumstances

In the event of exceptional circumstances outside our reasonable control, including but not limited to severe weather, road closures, government restrictions, accidents, public emergencies, or other force majeure events, we reserve the right to modify, postpone, reschedule, shorten or cancel the service.

In such cases, we will make reasonable efforts to offer a practical alternative. Where rescheduling is not possible, a full or partial refund may be offered depending on the nature of the disruption and the extent of the service already provided.

10. VAT and Invoicing

Invoices are issued upon request or where required by applicable law. Tax treatment, including VAT where relevant, is handled in accordance with the laws and regulations applicable in the Czech Republic at the time of the transaction.

11. Liability

We are not liable for delays, reduced access, route changes, or incomplete enjoyment of attractions caused by traffic congestion, weather conditions, temporary closures, public events, strikes, roadworks, local restrictions, or other external circumstances beyond our control.

We are also not responsible for the independent operation, opening hours, ticketing rules, or temporary closure of museums, castles, memorial sites, viewpoints, restaurants, shops, or other third-party attractions included in or referenced by the itinerary.

Customers are responsible for their own personal belongings at all times. We accept no liability for lost, stolen or damaged personal items unless liability arises directly under mandatory applicable law.

12. Right to Refuse or Terminate Service

We reserve the right to refuse, suspend or terminate a service without refund where reasonably necessary for safety, legal compliance, or operational reasons. This includes, without limitation, situations involving:

• dangerous, abusive, threatening or inappropriate behaviour,
• serious intoxication or suspected substance misuse,
• conduct that creates discomfort, risk or damage to the vehicle or others,
• material breach of these Terms & Conditions.

13. Legal Nature of the Service

Unless explicitly stated otherwise, Nelio Tours provides a private transport experience with optional audio-guided informational content. The service does not automatically include a licensed tourist guide, official guided walking tour, or any regulated guiding activity requiring a specific permit or professional authorization.

14. Governing Law and Jurisdiction

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Czech Republic. Any disputes arising out of or in connection with these Terms or the services provided shall be subject to the jurisdiction and procedures applicable under Czech law, unless mandatory consumer protection rules provide otherwise.

15. Contact

If you have any questions regarding these Terms & Conditions, your booking, a requested change, an invoice, or a cancellation request, please contact us using the details below: