Welcome in Cracow
Operated by CTO GROUP sp. z o.o.
Address: Borowinowa 2/10, 30-689 Kraków, Poland
Email: office@welcomeincracow.com  Phone: +48 508 176 161
Effective from: 1 January 2022

§ 1 GENERAL PROVISIONS

These Terms and Conditions define the rules for booking and participating in tourist services and tours organised by Welcome in Cracow, operated by CTO GROUP sp. z o.o., hereinafter referred to as “the Organiser”.
By purchasing or reserving a service, the Client accepts these Terms and Conditions.

§ 2 DEFINITIONS

  • Organiser – CTO GROUP sp. z o.o., Borowinowa 2/10, 30-689 Kraków, Poland.
  • Brand Name – Welcome in Cracow.
  • Website – www.welcomeincracow.com.
  • Tourist / Client – any person booking or participating in a tour or service organised by the Organiser.
  • Regular Tour – a shared group tour included in the Organiser’s regular offer.
  • Private Tour – a tour arranged individually at the Client’s request.
  • Voucher / Ticket – an electronic document confirming payment and participation in a tour.
  • Meeting Points – official pick-up locations in Kraków: Starowiślna 65, Wielopole 2, Pawia 18.
  • Tour Guide / Driver – an external subcontractor selected by the Organiser to conduct or transport participants.
  • Tourist Service / Transportation Service – activities aimed at fulfilling the tourist needs of the Client.

§ 3 BOOKINGS

  1. Reservations may be made through:
     a) the booking form on the Website,
     b) partner sales channels integrated via Bókun,
     c) directly by email or phone.
  2. Full payment (100%) is required at the time of booking.
  3. Payments are processed securely via Stripe, the Organiser’s official payment operator, through Bókun.
  4. After successful payment, the Client receives an electronic confirmation and voucher by email.
  5. The Client must verify that all details (date, time, names, meeting point or hotel pickup) are correct.
  6. If personal identification (name + surname) does not match the voucher, participation may be refused.
  7. Children under 5 years old are subject to a reduced fare, not free of charge, and must be included in the reservation.
  8. Discounts for pupils and students apply only if such discounts are included in the price of the selected service and upon presentation of valid ID (ISIC, EURO 26 or school card).
  9. The Organiser reserves the right to refuse participation to any person who fails to present valid identification for discounts.

§ 4 PAYMENTS

  1. All prices shown on the Website include applicable taxes and entrance fees unless stated otherwise.
  2. Payments are accepted online only via Stripe through Bókun.
  3. The booking is valid only after successful payment confirmation.
  4. No cash or on-site payments are accepted.

§ 5 CANCELLATION AND CHANGES

  1. For regular tours, cancellations or date changes are free of charge up to 24 hours before the tour.
  2. For private tours, cancellation or change requests must be made at least 24 hours before the tour.
  3. For Auschwitz-Birkenau Museum tours:
     - name changes are not possible within     14 days before the tour,
     - the Museum allocates entry times only after the final list of participants is submitted,
     - departure times may vary between     05:30 a.m. and 3:00 p.m., depending on the Museum’s schedule.
  4. If a Client fails to appear at the meeting point or hotel pickup at the specified time, no refund will be granted.
  5. Lunch Boxes, when ordered, are considered an optional add-on and non-refundable once prepared or collected.

§ 6 TOUR REALISATION

  1. The Client must be ready at the confirmed meeting point or hotel pickup location at the stated time.
  2. The Organiser reserves a 15-minute operational tolerance due to city traffic.
  3. Exact pick-up times are confirmed one day before the tour via WhatsApp or email.
  4. All drivers and guides are independent subcontractors working on behalf of the Organiser.
  5. Drivers are not licensed museum guides; in sites such as Auschwitz-Birkenau Memorial & Museum or Wieliczka Salt Mine, local museum guides conduct the visit.
     Tour operators have no influence over their performance, as they are official museum employees.
     The Organiser does not accept complaints or refunds on this basis.
  6. The driver will wait a maximum of 5 minutes at the confirmed pickup location. If the Client does not appear within that time, the tour departs, and no refund will be issued.
  7. Clients must carry valid vouchers and IDs during the tour.
  8. The Organiser or driver may refuse entry to intoxicated or disruptive persons – no refund will be given.
  9. The Client is financially responsible for any damage to vehicles or property.
     A standard cleaning/disinfection fee of     500 PLN may apply in justified cases.
  10. The Client must follow group instructions, return times, and safety rules.
  11. The Organiser is not responsible for personal belongings left in the vehicle.

§ 7 AUDIO EQUIPMENT

  1. When audio receivers and headsets are provided, Clients must use and return them in proper condition.
  2. Any loss or damage requires reimbursement of repair or replacement costs.
  3. The Organiser may issue a written damage report to confirm the Client’s responsibility.
  4. Clients are obliged to follow museum rules; the Museum may hold them personally liable for lost or damaged equipment.

§ 8 FORCE MAJEURE

  1. The Organiser is not liable for delays, changes, or cancellations caused by circumstances beyond its control (e.g. traffic, weather, strikes, museum decisions).
  2. In such cases, the Organiser will inform Clients and provide reasonable assistance to minimise inconvenience.
  3. The Organiser’s total liability is limited to the value of the purchased ticket.

§ 9 COMPLAINTS

  1. Complaints must be submitted by email to office@welcomeincracow.com no later than 30 days after the tour.
  2. If the issue occurs during the tour, the Client should immediately inform the driver or Organiser.
  3. Complaints concerning museum guides or third-party providers (Auschwitz Museum, Wieliczka Salt Mine) cannot be accepted, as these entities operate independently.
  4. The Organiser will respond within 30 days of receiving the complaint.
  5. If the complaint is dismissed, the Client will be informed with justification.

§ 10 PERSONAL DATA (PROCESSING NOTICE)

  1. The data controller is CTO GROUP sp. z o.o., Borowinowa 2/10, 30-689 Kraków, Poland.
  2. Personal data (name, surname, email, phone number, hotel address) are processed solely for the purpose of organising and delivering the booked service, under Article 6(1)(b) of the GDPR.
  3. Data may be shared only with necessary partners (such as drivers, museums, or ticket providers) to enable service delivery.
  4. Clients have the right to access, rectify, or request deletion of their data by emailing office@welcomeincracow.com.
  5. Data are not used for marketing or newsletter purposes without explicit consent.

§ 11 CHANGES OR CANCELLATION BY THE ORGANISER

  1. If, before the tour, the Organiser must change essential elements of the contract for reasons beyond its control, the Client will be informed immediately.
  2. The Client may accept the changes or cancel the booking with a full refund.
  3. The Organiser may cancel a tour at least 7 days in advance if the minimum number of participants (2 persons) is not met or in case of force majeure.
  4. In such cases, Clients are entitled to a full refund of the amount paid, without additional compensation.

§ 12 FINAL PROVISIONS

  1. All legal relations between the Client and the Organiser are governed by Polish law.
  2. The applicable language of these Terms & Conditions is English.
  3. The current version of the regulations is available on the Organiser’s Website and in the office.

Welcome in Cracow
CTO GROUP sp. z o.o. | Borowinowa 2/10, 30-689 Kraków |  office@welcomeincracow.com  | +48 508 176 161