Cancellation, Amendment, Refund & Punctuality Policy

Swiss Magic Tours is committed to providing fair and transparent booking conditions while ensuring that the vehicles, guides, tickets, attractions and other services required for each private tour can be reserved and guaranteed in advance.

1. Cancellation by the Customer

Cancellation fees are calculated based on the date on which Swiss Magic Tours receives the cancellation request.

More than 30 days before the scheduled service
90% of the amount paid will be refunded.

15 to 29 days before the scheduled service
50% of the total booking amount will be refunded.

8 to 14 days before the scheduled service
25% of the total booking amount will be refunded.

7 days or less before the scheduled service
The booking is non-refundable.

Same-day cancellation or No-Show
The booking is non-refundable.

2. Non-Refundable Third-Party Costs

Certain services may require Swiss Magic Tours to purchase or reserve tickets, transportation, accommodation, attractions or other services from third-party suppliers in advance.

Any third-party costs that have already been paid and are non-refundable, partially refundable or subject to cancellation fees will be deducted from any refund otherwise due under this policy.

This may include, but is not limited to:

• Railway and mountain transportation tickets
• Cable cars and mountain excursions
• Boat tickets and cruises
• Attraction and museum tickets
• Hotels or accommodation
• Special vehicle reservations
• External guides
• Restaurant or activity reservations
• Other services booked specifically for the customer

Where a specific product or supplier has stricter cancellation conditions, those conditions may apply to that portion of the booking.

3. Reservation Changes and Rescheduling

Requests to change the date, starting time, pickup location, itinerary, number of participants or other booking details are subject to availability.

Swiss Magic Tours will make reasonable efforts to accommodate requested changes whenever possible.

Changes may result in additional charges when they generate additional operational costs or when suppliers impose amendment or cancellation fees.

A request to change the date of a service does not automatically constitute a cancellation.

If the requested change cannot be accommodated and the customer decides to cancel the booking, the applicable cancellation conditions above will apply.

4. Last-Minute Changes

Changes requested within 72 hours of the scheduled service are subject to operational availability and cannot be guaranteed.

Additional charges may apply where changes require new tickets, additional transportation, changes of vehicle or guide, itinerary modifications, extended service hours or other additional arrangements.

5. Cancellation by Swiss Magic Tours

If Swiss Magic Tours is unable to provide the booked service for reasons directly attributable to the company, the customer will be offered one of the following:

• An equivalent alternative service;
• Rescheduling to another mutually agreed date; or
• A refund of the amount paid for the service that Swiss Magic Tours is unable to provide.

The option selected will be agreed with the customer whenever reasonably possible.

6. Extraordinary Circumstances

Tours and transportation services may be affected by circumstances outside the reasonable control of Swiss Magic Tours, including severe weather, natural events, road closures, railway or cable-car interruptions, strikes, government restrictions, safety concerns or other extraordinary events.

In such circumstances, Swiss Magic Tours may modify the itinerary, replace an attraction or destination with a reasonable alternative, delay the service or, where necessary, cancel the affected portion of the service.

Whenever possible, Swiss Magic Tours will work with the customer to provide an appropriate alternative.

Refunds for third-party services remain subject to the refund conditions of the respective supplier.

Nothing in this policy limits any rights that the customer may have under mandatory applicable law.

7. Refund Processing

Once a refund has been approved, Swiss Magic Tours will process it within 15 to 30 business days.

Refunds will normally be issued to the original payment method whenever possible.

After Swiss Magic Tours processes the refund, additional processing time may be required by the customer’s bank, card issuer or payment provider before the funds appear in the customer’s account.

8. Bookings Made Through Third-Party Platforms

Bookings made through third-party platforms, travel agencies or Online Travel Agencies (OTAs), including platforms such as Viator, Tripadvisor, GetYourGuide, Klook or other distribution partners, may be subject to the cancellation and refund conditions displayed and accepted on that platform at the time of booking.

Where the platform’s applicable booking conditions differ from this policy, the cancellation conditions applicable to that specific booking will govern.

9. Punctuality and Waiting Time

Guests are expected to be ready at the agreed meeting or pickup point at the scheduled starting time.

A complimentary grace period of up to 15 minutes is provided.

For delays exceeding 15 minutes, additional waiting charges may apply depending on the duration of the delay and its impact on the scheduled service.

The original scheduled ending time of the tour is not automatically extended because of a customer’s late arrival.

Any extension requested by the customer is subject to guide and vehicle availability and may result in additional charges.

10. No-Show

If the customer has not arrived within 45 minutes of the scheduled pickup time and has not contacted Swiss Magic Tours, the booking may be classified as a No-Show.

In the event of a No-Show:

• The service may be cancelled;
• The booking will be non-refundable; and
• Any costs related to tickets, guides, transportation or other reserved services will remain payable.

If the customer contacts Swiss Magic Tours regarding a delay, the team will make reasonable efforts to accommodate the situation whenever operationally possible.

11. Flight and Train Delays

Customers arriving by flight, train or other transportation are responsible for providing accurate arrival information when this is relevant to the booked service.

Where Swiss Magic Tours has been informed in advance of the customer’s flight or train details, reasonable efforts will be made to accommodate verified delays.

Significant delays may require a change of driver, vehicle, guide or starting time and may result in additional waiting charges where applicable.

12. Partial Use or Early Termination of a Tour

If a customer voluntarily decides not to participate in part of the booked itinerary, arrives late, leaves the tour early or chooses not to use an included service, no refund will normally be provided for the unused portion.

This does not affect situations where the service could not be provided due to a failure attributable to Swiss Magic Tours.

13. How to Cancel or Modify a Booking

Cancellation or modification requests must be submitted in writing and must include the customer’s name and booking reference.

Email: info@swissmagictours.com

WhatsApp / Phone: +41 77 531 27 95

A cancellation is considered received when the request reaches Swiss Magic Tours through one of the above communication channels.

Swiss Magic Tours recommends that customers obtain appropriate travel and cancellation insurance to protect themselves against unexpected circumstances that may prevent them from travelling.

These conditions are subject to mandatory applicable Swiss law.