We are an independent ticket reseller and booking intermediary for selected Amsterdam experiences.
We are not the official venue operator unless explicitly stated.
Prices may be higher than the official venue price because they can include booking and service fees.
Availability is not guaranteed until your booking voucher has been issued by email.
Return Policy
Amsterdam Museum Tours | ZOYO Travel B.V.
Last updated: 23 March 2026
Amsterdam Museum Tours (operated by ZOYO Travel B.V.) offers guided tours and museum experiences in Amsterdam. Because our services are delivered digitally in the form of a Booking Confirmation Voucher, standard physical return or exchange procedures do not apply.
This Return Policy explains clearly when and how you may cancel a booking, request a refund, or exchange your booking for an alternative date. We are committed to fair, transparent, and straightforward handling of all such requests.
⚠️ Important: Booking confirmation required
This policy applies only to confirmed bookings for which a Booking Confirmation Voucher has been issued. Booking requests that have not yet been confirmed and paid do not require cancellation.
Our services are entirely digital and experience-based. We do not sell or ship physical products. Accordingly:
• There are no physical items to return.
• A confirmed booking constitutes access to a time-specific guided tour or museum experience.
• Refunds and cancellations are governed by the time remaining before the tour date.
• Once a tour has commenced, no refund is available regardless of circumstances.
As an independent booking intermediary, we act between you and the tour operator or venue. Prices may include a booking and service fee that is non-refundable in certain circumstances (see Section 4).
The following schedule applies to all cancellations submitted in writing by the customer. The cancellation date is the date we receive your written request.
Time Before Tour Refund Amount Service Fee Processing Time:
| Time Before Tour | Refund Amount | Notes |
|---|---|---|
| More than 7 days | Full refund of the tour price | Service fee is non-refundable |
| 3–7 days | 50% of the tour price | Service fee is non-refundable |
| Less than 3 days | No refund | — |
| No-show on the day | No refund | — |
The service fee covers booking management, availability checking, and customer support. It is non-refundable in all circumstances, including cancellations made more than 7 days before the tour.
All cancellation requests must be submitted in writing. We do not accept verbal cancellations by phone.
1. Step 1. Send an email to [email protected]
2. Step 2. Include your booking reference number, full name, tour date, and reason for cancellation.
3. Step 3. We will confirm receipt of your request within 1 business day.
4. Step 4. If your request falls within the eligible refund window, we will confirm the refund amount and initiate processing.
5. Step 5. The refund will be returned to your original payment method within 5–10 business days.
✉️ Contact for cancellations
Email: [email protected] | Hours: Monday–Friday, 09:00–17:00 CET Please include your booking reference number in the subject line.
We reserve the right to cancel or reschedule a tour in the following circumstances:
• Insufficient minimum group size to operate the tour
• Severe weather conditions or force majeure events (flood, storm, civil emergency)
• Illness or sudden unavailability of the guide
• Closure of a venue or attraction outside our control
• Safety concerns or official government restrictions
If we cancel your tour, you will be offered:
• A full refund of the total amount paid, including any service fees; OR
• A free reschedule to an alternative date of your choice, subject to availability.
We will notify you as soon as possible by email using the address provided in your booking request. If we are unable to reach you, we will attempt contact by phone if a number was provided.
We understand that plans change. If you need to reschedule your confirmed booking to a different date, please contact us as early as possible.
Condition Policy
Request received more than 48 hours before the tour Date change permitted subject to availability. Administration fee of €5 applies.
Request received less than 48 hours before the tour Date change not guaranteed. Treated as a cancellation under Section 3.
To request a date change, email [email protected] with your booking reference and preferred new date. We will confirm whether the new date is available within 1 business day.
Date changes are subject to availability. If the requested new date is unavailable, you may keep your original booking or cancel in accordance with Section 3.
Refunds will not be issued in the following circumstances:
• The tour has already commenced or been completed.
• The customer fails to arrive at the meeting point within 15 minutes of the scheduled start time (no-show).
• The cancellation request is received less than 3 days before the tour.
• The customer fails to present a valid Booking Confirmation Voucher on the day.
• Personal circumstances such as illness, travel delays, or change of plans, unless a medical certificate is provided and the request is made more than 3 days before the tour.
• Dissatisfaction with a tour that was delivered as described.
ℹ️ Illness or exceptional circumstances
If you are unable to attend due to a documented medical emergency, please contact us before the tour date. We will review your case individually and may offer a free reschedule at our discretion.
All approved refunds are processed as follows:
• Refunds are returned to the original payment method used at the time of booking.
• We do not issue refunds in cash or by bank transfer to a different account.
• Processing time is 5–10 business days from the date of refund approval.
• Additional time may be required depending on your bank or payment provider.
• You will receive an email confirmation once the refund has been initiated.
If you have not received your refund after 10 business days, please first check with your bank. Then contact us at [email protected] if the issue persists.
If you are dissatisfied with the outcome of your refund or cancellation request, you may:
1. Contact us directly at [email protected] to escalate your complaint. We aim to resolve all complaints within 5 business days.
2. If unresolved, you may contact the Dutch Consumer Authority (Autoriteit Consument & Markt) at consuwijzer.nl.
3. As a last resort, disputes are subject to the jurisdiction of the courts of Amsterdam, the Netherlands, in accordance with Dutch law.
In accordance with Google Ads policies, we confirm the following:
• All prices displayed in our advertisements reflect the starting per-person price for the relevant tour.
• Final pricing is confirmed in the payment link sent after availability is verified.
• Our return and refund policy is clearly disclosed before any payment is taken.
• We do not charge customers until a payment link has been sent and accepted.
• No misleading claims are made about refund eligibility or the nature of our services.
For all cancellation, refund, or return enquiries:
ZOYO Travel B.V.
Herengracht 584, 1017 CJ, Amsterdam, The Netherlands
KVK: 89633741
Email: [email protected]
Phone: +31 20 700 83 00
Business Hours: Monday–Friday, 09:00–17:00 CET
Saturday 10:00 — 16:00
© 2026 ZOYO Travel B.V. All rights reserved.
