Terms and Conditions

  1. Basic Provisions
    1. For the purposes of these General Terms and Conditions, the parties to the contractual relationship are a) the Company: BRATISLAVA BY HEART, s. r. o., ICO: 50 257 153, DIC: 2120273023, with registered office at Nam. Hraniciarov 1, Bratislava, 851 03, Slovak Republic, registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insert No. 110244/B, email address: info@bratislavabyheart.com, telephone number: +421 910 920 925 (hereinafter referred to as the “Provider”) and b) the Customer: a natural or legal person who has concluded a purchase contract with the Provider verbally, by telephone, email or online order form, for the delivery of services (hereinafter referred to as the “Client”).
    2. The Provider operates as a travel agency and is authorized to organize guided tours and provide tourist guide services within the territory of the Slovak Republic in accordance with the applicable laws of the Slovak Republic.
    3. The Provider is not a VAT payer.
    4. These Terms and Conditions form an integral part of the purchase contract. Deviating arrangements in the purchase contract take precedence over the provisions of these Terms and Conditions.
    5. Information about services, including the prices of individual tours, their descriptions, and main characteristics, shall be provided on the Provider’s website. In the case of corporate and group bookings, the information shall be provided in the form agreed upon between the Provider and the Client. The prices are inclusive of all related charges and cancellation costs if the service by its nature cannot be cancelled by the usual means. Prices for services remain valid for the period of time they are displayed on the Provider’s website. This provision does not preclude the negotiation of a purchase contract based on individually agreed terms.
  2. Order and Conclusion of the Purchase Contract
    1. The Client places an order by completing a reservation form through the reservation system on the Provider’s website, or by contacting the Provider by phone or email.
    2. A condition for the validity of the reservation is the completion of all mandatory fields and confirmation by the Client that they have familiarized themselves with these Terms and Conditions, the Complaint Policy and the Privacy Policy.
    3. The Provider shall send a confirmation of the reservation to the e-mail address provided by the Client when ordering the service. The purchase contract is only concluded after the Provider confirms the reservation/order for the service.
    4. The order can be placed through the online reservation system no later than 2 hours before the start of the tour. After this timeframe, the reservation system shall shut down making it no longer possible to sign up for that specific tour. This timeframe allows the Provider to inform registered participants in a timely manner about the cancellation of the tour in the event that the minimum number of participants is not met (see Section 5.5 of these Terms and Conditions). If it is evident that the tour shall proceed due to the number of registered participants, the Provider may extend the period for placing orders through the reservation system.
    5. If the reservation system does not allow to place an order for a specific tour, this means that the tour is either fully booked or designated as a private tour for a closed group.
    6. There is no legal entitlement to participate in the tour.
  3. Payment Terms
    1. The price of the service and any costs associated with the delivery of the service according to the order can be paid by the Client by cashless transfer to the bank account of the Provider specified in the order, or by card through the payment gateway implemented on the Provider’s website.
    2. The Provider offers discounts on the purchase price of services according to the conditions defined on their website. Interpretation of these conditions is at the Provider’s discretion.
    3. Discounts on the purchase price cannot be combined unless explicitly agreed
    4. The Client applying for a discount as the Bratislava Card holder in the reservation system must present the card to the guide before the start of the tour and to allow the guide to record its number.
    5. The Client’s obligation to pay the purchase price is fulfilled when the relevant amount is credited to the Provider’s bank account.
  4. Delivery of the Service
    1. The Provider shall provide the service at the place and time specified in the order/ confirmation of the reservation. An itinerary is published for each tour, which is indicative in nature. The tour itinerary may change, particularly due to circumstances beyond the Provider’s control, such as the closing of gallery exhibitions or other operations, restrictions on movement in publicly accessible areas, and security reasons.
    2. If the Provider is unable to provide the services within the timeframe or scope specified in the order/confirmation of the reservation due to force majeure, their obligation to provide the services ceases and the Client is not entitled to claim compensation. Force majeure is considered unforeseeable, or foreseeable but uncontrollable events that impact the delivery of services, such as strikes, actions taken by public authorities, natural disasters, terrorist attacks, etc.
    3. Tours are conducted in English, unless explicitly agreed otherwise.
    4. Tours begin at the Ganymede’s Fountain, located in front of the historic Slovak National Theatre at Hviezdoslavovo Square, unless explicitly agreed otherwise.
    5. It is necessary to adhere to the designated meeting time and place. Failing to show up does not entitle the Client to a refund of the purchase price. Early departure from the tour does not entitle the Client to a refund of the purchase price or a discount. Some tours include food and drink tastings; a Client who chooses to skip the tasting for any reason is not entitled to a refund of the purchase price or a discount.
    6. Before the start of the tour, the Client is required to show their reservation to the guide. Each reservation has an assigned number that corresponds to the audio device that the guide shall provide to the Client before the tour. The Client is obliged to return the device along with all accessories to the guide at the end of the tour. If the device is not returned properly, the Provider may charge a non-return fee of 35 €/device.
    7. The Client acknowledges that by attending the tour, they provide their explicit consent for the commencement of the service, and that once the tour concludes, the service is deemed to be fully rendered.
  5. Cancellation of the Order, Withdrawal from the Contract and Refund
    1. The confirmed order/reservation is binding for both the Provider and the Client.
    2. The Client has the right to cancel the confirmed order/reservation without needing to provide a reason. In the event that the Client cancels the confirmed order/reservation, the Provider is entitled to charge cancellation fees as follows:
      • 24 hours or more prior the start of the tour: no fee
      • Less than 24 hours prior the start of the tour: 100% of the purchase price

        For corporate or group bookings different terms might apply according to the agreement between the Provider and the Client.

    3. Any cancellation of a confirmed order must be communicated to the Provider at: info@bratislavabyheart.com. The time of delivery of the email message to the Provider’s mailbox shall be decisive in determining the entitlement to cancellation fees.
    4. The Client cannot withdraw from the contract for the provision of a service if the service has commenced with the express consent of the Client, and the Client has agreed to forfeit their right to withdraw from the contract once the service has been fully provided.
    5. The Provider determines the minimum number of participants for each tour. If the minimum number of participants specified by the Provider does not register for the tour, the Provider has the right to cancel the confirmed order/reservation for the tour. In such a case, the Provider informs the Client about the cancellation of the tour no later than one hour before the scheduled start time of the tour by sending notification to the email address provided by the Client in the order. The Provider shall return the purchase price to the Buyer by refund to the account from which the purchase price was paid, without undue delay, at the latest within 72 hours from the moment of cancelling the tour. The Client shall not be entitled to compensation for any costs incurred in connection with the cancellation of the tour.
    6. The Provider also has the right to cancel the confirmed order/reservation for other valid reasons. The procedure for cancelling the tour and refunding the purchase price to the Client shall follow the same terms outlined in the previous Section. The Provider exercises this right only in exceptional cases.
  6. Complaints Policy and Alternative Dispute Resolution
    1. The Client may submit a complaint under the conditions and in the manner defined by the applicable laws of the Slovak Republic and in the Provider’s Complaint Policy, which forms an integral part of these Terms and Conditions and is published on the Provider’s website.
    2. The Complaint Policy also includes information on the alternative dispute resolution and the competent authority responsible for their resolution.
  7. Communication
    1. The Provider delivers correspondence to the Client to the email address specified in the order, unless explicitly agreed otherwise. The Client delivers correspondence to the Provider to the email address: info@bratislavabyheart.com, unless explicitly agreed otherwise.
  8. Final Provisions
    1. All arrangements between the Provider and the Client are governed by the laws of the Slovak Republic. If the relationship established by the purchase contract involves an international element, the parties have agreed that the relationship shall be governed by the laws of the Slovak Republic. This does not affect the consumer’s rights arising from generally binding legal regulations.
    2. In relation to the Client, the Provider is not bound by any codes of conduct in accordance with the provisions of the Act on Consumer Protection, as amended.
    3. The wording of these Terms and Conditions can be changed or supplemented by the Provider. This provision shall not affect the rights and obligations arising during the validity period of the previous version of the Terms and Conditions.
    4. These Terms and Conditions shall come into effect on April 1, 2025.