Terms & Conditions

These terms and conditions contain legal obligations and we encourage you to read through them carefully. Unless otherwise started, any purchases made through urbanadventures.com, our distributors, and our affiliates are subject to these terms and conditions.

1. Our contract

All bookings are made with Urban Adventures Global Pty Ltd (us/we). By making a booking, the traveller (you) is deemed to have agreed to these terms and conditions on behalf of all individuals included in the booking. The services to be provided are those in your booking confirmation invoice. No alterations or variations to these terms and conditions are in effect unless made in writing by and under the authority of Urban Adventures Global Pty Ltd.

2. Pricing and payments

2.1 Pricing

a) Prices and exchange rates — Prices are correct at the time of quoting, converted at the prevailing foreign exchange rate as set by Urban Adventures Global Pty Ltd. The rate will float on a daily basis in line with international currency movements.

b) Price changes — The prices appearing on the website are the current rates and can change without notice. Once a traveller has booked an Urban Adventure, the traveller will not be required to pay any difference in the event of a price increase. Urban Adventures Global Pty Ltd will not refund the balance of any price reduction.

c) Child rate — Our child rates apply at the time of the tour, not the time of booking. Proof of age must be available for inspection on the day of travel. If a traveller is identified as not qualifying for a child price (if a child price is available for the tour), the traveller will be required to provide the balance of difference between the adult rate and child rate for the tour before being permitted to start the trip.

d) Per person — All prices listed are on a per traveller basis unless otherwise stated.

e) Inclusions — Prices include all inclusions as indicated on the tour description on urbanadventures.com.

f) Exclusions — Prices do not include:

  1. Tips and gratuities — If you are happy with the services provided by your local guides and drivers, a tip — though not compulsory — is appropriate. While it may not be customary to you, it is of great significance to the people who will take care of you during your travels, inspires excellent service, and is an entrenched feature of the tourism industry across many Urban Adventures destinations. Please consider this when budgeting for your extra expenses on your tour.
  2. Items of a personal nature — These may include snacks, meals, and drinks not outlined as an inclusion in the inclusions section of the tour description.
  3. Baggage and personal insurance — It is highly recommended that each traveller obtain adequate insurance for their travels, including for the Urban Adventure(s) they have booked.
  4. Local taxes and fees — Unless otherwise stated, the price does not include any local taxes or fees, including foreign departure, security, port charges, park fees, customs, immigration, agricultural, passenger-facility charges, or international transportation tax.

2.2 Payment

a) Credit cards — Urban Adventures accepts the following credit cards for payment:

  1. Visa
  2. Mastercard
  3. American Express

b) Credit card service fee — Urban Adventures Global Pty Ltd does not charge travellers a service fee on credit card payments; however, we are incorporated in Hong Kong and our bank accounts are also domiciled in Hong Kong. Some banks have been known charge their customers a small fee for what they see as an international transaction. Please check with your bank prior to purchase if this will affect your payment.

c) Payment due — With the exception of Private Tours, full payment is required at the time of booking. Payment for private tours is due upon confirmation of tour itinerary.

3. Cancellations/no-shows and amendments to bookings

3.1 Cancellations by the traveller

a) Cancellation fees – Cancellation fees may apply to any cancellations by the traveller of a service provided by Urban Adventures Global Pty Ltd. Unless otherwise specified, the cancellation policy is as follows:

  1. Cancellations made more than 48 hours prior to travel receive a full refund;
  2. Cancellations made 48 hours or less prior to travel require the traveller to pay for the tour in full, and no refund will be issued.

b) Unused portions of tours - No refund is provided for any unused portion of a tour, including the entire tour in the event a traveller does not commence at the designated start point of the tour.

c) Multi-City Explorer Passes - Travellers who fail to show for a booked tour without cancelling within 24 hours or informing Urban Adventures of exceptional circumstances, may have their Multi-City Explorer Pass voided and all future booked tours cancelled, with no refund.

3.2 Cancellations by Urban Adventures

We may cancel a tour at any time prior to departure if, due to terrorism, natural disasters, political instability, or other external events it is not viable for us to operate the planned itinerary. If we cancel your tour, you can transfer amounts paid to an alternate departure date or, alternatively, receive a full refund. In circumstances where the cancellation is due to external events outside our reasonable control, refunds will be less any unrecoverable costs. We are not responsible for any incidental expenses you may have incurred as a result of your booking, including but not limited to visas, vaccinations, travel insurance, or non-refundable flights. 

In the case of customers travelling on a Multi-City Explorer Pass, if a tour is cancelled by Urban Adventures, the traveller will receive a refund for the cost of that trip only, and only if the total value of tours booked with the pass at the end of the 30-day period is less than the total price paid for the pass. If a tour is cancelled by Urban Adventures and the value of the bookings with the pass are equal to or greater than the value of the pass, the traveller will receive a 25% discount on a future single tour booking, to be booked through the urbanadventures.com website.  

3.3 Amendments to bookings by the traveller

a)    If a traveller wishes to amend an existing booking, the original booking must be cancelled and a new booking made. Prices applying to the new booking will be the price at the time the new booking is made. Cancellation charges may apply (refer to 3.1 Cancellations by the traveller).

3.4 Amendments to itineraries by Urban Adventures

While we endeavour to operate all tours as described, we reserve the right to change the tour itinerary. The itinerary provided for each Urban Adventure is representative of the activities planned; however, the route, amenities, stops, and modes of transport may be subject to change without prior notice due to local circumstances or events. If we make a major change before departure, we will inform you as soon as reasonably possible. We reserve the right to change an itinerary after departure due to local circumstances or events outside of our control.  

4. Confirmation and vouchers

a) Confirmation — Upon receipt of full payment, Urban Adventures Global Pty Ltd will issue a voucher via email for the booked tour. 

b) Voucher — The lead traveller must present the original voucher issued by Urban Adventures Global Pty Ltd at the start of the tour. Urban Adventures Global Pty Ltd reserves the right to refuse service to any travellers not able to provide their voucher to their guide at the beginning of the tour.  

5. Your Urban Adventure

5.1 Traveller confirmation

We recommend the lead traveller contact the local Urban Adventures Partner 24 hours prior to the start of their tour to confirm the tour departure. The local partner’s contact information is available on the voucher provided.

5.2 Timeliness

Travellers must adhere to the start time set out in the product information on their voucher. We start on time, so please allow enough time to be at the start point before your official start time on your voucher. If you know you are going to be late, please contact us on the phone number on your voucher and we'll do our best to help you catch up. If a traveller hasn't arrived on time and without any contact, Urban Adventures Global Pty Ltd and the local Urban Adventures Partner will consider the traveller to be a "no show" and the tour will start without them and no refund will be provided. The following start point(s) are outlined in the tour information and on the confirmation voucher: 

  1. Pick-up — If a pick-up is included in the tour, the times the service will be provided are listed in the product information and on the voucher (for example, 8.30 to 9.00am). The traveller should wait in the lobby of their pick-up point during the designated pick-up times. 
  2. Meeting point — If a meeting point is set for the tour, one time will be set as the start time (for example, 8.30am). The traveller should be waiting at the designated start point at the designated start time. It is recommended that you arrive at least 10 minutes prior to the start of the tour. 

5.3 Your responsibility

The traveller making the booking is responsible for their own and their party’s actions. If Urban Adventures Global Pty Ltd or the local Urban Adventures Partner deems you or your party’s actions to cause danger to other travellers or our staff, to intervene with other clients’ enjoyment of the trip, or to be offensive to the local communities and cultures, Urban Adventures Global Pty Ltd and the local Urban Adventures Partner reserve the right to remove you from the tour effectively immediately. No refund will be supplied. You must at all times comply with the laws, customs, foreign exchange, and drug regulations of all countries visited, and you also agree to travel in accordance with our responsible travel guidelines.

5.4 Acceptance of risk

You acknowledge that your tour may involve a degree of personal risk. You may be visiting places where the political, cultural, and geographical attributes present dangers and physical challenges greater than those present in your daily life. We use information from government foreign departments and reports from our own contacts in assessing whether an Urban Adventure should operate. However, it is also your own responsibility to acquaint yourself with all possible relevant travel information. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.  

6. Information accuracy

The lead traveller is responsible for providing accurate information during the booking process. Urban Adventures reserves the right to cancel any bookings if inaccurate information is provided, including (but not exclusive to): 

  1. Traveller name(s) 
  2. Hotel (pick-up) details 
  3. Email address 

7. Age and health requirements

a) Age requirements — All travellers under the age of 18 must be accompanied by a legal guardian, or in lieu of a legal guardian, by an escort over the age of 18, appointed by their legal guardian. The legal guardian or their designee will be responsible for the traveller under the age of 18. While many of our tours permit all ages, the minimum age requirements may vary with tours. Please see the tour description on urbanadventures.com to check whether a tour is child-friendly. For tours featuring alcohol, travellers may be required to show proof of age of majority.

b) Health requirements — Some of our trips can be physically demanding and travellers must ensure that they are suitably fit to allow participation. We are able to provide details on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you are physically fit to participate. All our tours specify a physical rating, which is to be used as a guideline for gauging whether a tour is appropriate for your fitness level.

8. Travel insurance

It is a requirement that all travellers doing an Urban Adventure have valid and comprehensive travel insurance. Neither Urban Adventures Global Pty Ltd nor the Urban Adventures Partner can be held responsible for any liability, expenses, or losses you incur as a result of being inadequately insured. We strongly recommend that at the time of booking a comprehensive travel insurance policy is purchased.

9. Passports and visas

Unless travelling domestically, travellers must carry a valid passport and have obtained the appropriate visas when travelling with Urban Adventures Global Pty Ltd and the local Urban Adventures Partners. Please ensure your passport is valid for 6 months beyond the duration of the trip. It is the traveller’s responsibility to ensure that you are in possession of the correct visas for your holiday. Urban Adventures Global Pty Ltd and the local Urban Adventures Partners cannot accept responsibility if you are refused entry to a country because you lack the correct visa documentation.

10. Complaints

Should you have a complaint about your Urban Adventure, we urge you to discuss this at the time with the local Urban Adventures Partner. In the event you wish to complain further, please contact Urban Adventures Global Pty Ltd in writing within 30 days or travel. Complaints received outside this timeframe will not be considered.

11. Photos and marketing

You consent to us using images of you taken during the tour for advertising and promotional purposes in any medium we choose. You grant us a perpetual, royalty-free, worldwide, irrevocable licence to use such images for publicity and promotional purposes. 

12. Terms of use

a) By using urbanadventures.com, Urban Adventures distributors, and/or affiliates, the traveller agrees to be bound by the conditions outlined in these terms and conditions.  

b) By engaging with Urban Adventures Global Pty Ltd, the traveller agrees to do so for lawful purposes only.  

c) When engaging with Urban Adventures Global Pty Ltd, the traveller agrees to do so for personal purposes and not for their own personal commercial gain and will not enter into or provide fraudulent requests or information to Urban Adventures Global Pty Ltd or the local Urban Adventures Partner.

13. Privacy policy

Any personal information that we collect about you may be used for any purpose associated with the operation of your Urban Adventure or to send you marketing material in relation to our events and special offers. The information may be disclosed to our agents, service providers, or other suppliers to enable us to operate your tour. We will otherwise treat your details in accordance with our privacy policy (available for viewing at urbanadventures.com).  

14. Disclaimers and limitations of liability

a) Urban Adventures Global Pty Ltd, Urban Adventures Partners, affiliates, and distributors shall not be liable for injury, damage, loss, accident, delay, or irregularity, liability, or expense to person or property.

b) Urban Adventures Global Pty Ltd, Urban Adventures Partners, affiliates, and distributors accept no responsibility for any sickness, acts of crime, labour disputes, government actions, acts of war and/or terrorism, weather conditions, defect in any vehicle of transportation, or for any misadventure or casualty or any other causes beyond their control.

c) Urban Adventures Global Pty Ltd maintains information that is accurate to the best of our knowledge; however, does not warrant that content and information provided on urbanadventures.com or via any of our affiliate sites or via distributors will be without error and that functionality of the websites uninterrupted or without error.

d) Urban Adventures will not accept responsibility or liability for any traveller who contravenes any law or regulation of any country visited.

e) This agreement is governed by the laws of Victoria, Australia.

15. Indemnification

You agree to defend and indemnify Urban Adventures Global Pty Ltd, all Urban Adventures Partners, our affiliates, and distributors, and any of their officers, directors, employees, and agents from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties, or other costs or expenses of any kind or nature, including but not limited to reasonable legal and accounting fees brought by third parties as a result of:

a) Your breach of this agreement or documents referenced in this agreement;

b) Your violation of any law or the rights of a third party; and/or

c) Your use of this website or any of Urban Adventures Global Pty Ltd affiliate websites.

16. Severability

In the event that any term or condition contained here is unenforceable or void by operation of law or as being against public policy or for any other reason, then such term or condition shall be deemed to be severed from this contract or amended accordingly only to such extent necessary to allow all remaining terms and conditions to survive and continue as binding.

17. Registered address

Level 7, 567 Collins St, Melbourne VIC, 3000, Australia.

18. Updating of terms and conditions

Urban Adventures Global Pty Ltd reserves the right to update and/or alter these terms and conditions at any time. The latest terms and conditions can always be found on the Urban Adventures website urbanadventures.com and will supersede any previous versions.



Xi'an Urban Adventures

Xi'an Urban Adventures unlock the secrets of the oldest capital of the most populous country on earth. Join us on a Xi'an tour to get under the ancient skin of this silk road city, experience local life and customs and be amazed by the food and vibrant culture of today's China.


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Responsible Travel with Urban Adventures

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At Urban Adventures, ‘responsible tourism’ isn’t just a marketing catch phrase or box we tick. It’s at the heart of everything we do, from how we design our tours, to who we employ, to where we grow our business. 

View our interactive map of 101 ways our travellers have supported local communities. >


OUR MISSION: CHANGE THE WAY PEOPLE SEE THE WORLD

Every tour has a story to tell. Not just the story of the city, but the story of the people who call it home. That’s why, on our tours, you won’t just see the sites from behind a bus window. We’re about stepping into the community, and understanding how we, as guests, can better connect with a place and its people. We’re about tasting, touching and smelling the city, about hearing the tales straight from the people who live there. And about seeing the world in a whole new way.

Our responsible tourism mandate is also what guides our newest line-up of tours: the "In Focus" series. This collection of tours is run in conjunction with local NGOs, non-profits and accelerators around the globe. We've worked with these groups on the ground to develop experiences that show travellers what their projects are about and how they're giving back to the community. More about In Focus Program.

YOUR MONEY STAYS LOCALLY

Travelling with us means you help local economies blossom. How? On our tours you’ll go to local restaurants, visit local shops and explore the city with local guides. Simply by doing this, you’re helping to bring more employment and business opportunities to locals in every community we visit.

Local sourcing is a principle across all our tour. We use locally owned infrastructure and work with locally owned businesses to make sure the money you spend on travel is injected back into the local economy, and that profits from tourism go into local hands.

For example, our food tours are designed to promote local dishes and local ingredients, with market-to-table experiences, cooking workshops and discussions about food and culture. We will also take you to local markets, and to meet farmers and shop owners. 

Our Made In tours take guests to shop for local handicrafts, boutique clothing brands and handmade organic products, all produced by local artisans. As such, we help you to shop in a sustainable way and buy amazing souvenirs while also supporting local entrepreneurs.

We select our local partners carefully and all our tours need to meet sustainability criteria.

WE CARE ABOUT PEOPLE & CULTURES

Making sure you have the Best.Day.Ever. is our highest priority. However, we would never compromise the needs of local communities to meet the needs of international visitors. We always respect local customs and cultures. 

We limit our impact on the daily lifestyles of local people. We don't want to be disruptive, and are about fitting in rather than pushing people out.

We have a strict policy against visiting schools, orphanages and other organisations that care for children. (Check out our Child Welfare Policy for more information.)

We actively ban guide and passenger participation in or endorsement of commercial sexual activities or illegal drug use on Urban Adventure trips, and we avoid patronage of bars and other establishments where prostitution is promoted. 

We actively support and and encourage fair employment practices. This means fair hours of work, favourable safe work conditions and equal pay for equal work for our staff and guides. 

As visitors to a country, we want to be travelling in a way that demonstrates our gratitude, respect and interest to learn about and practise local customs and cultural practices. That’s why you’ll be informed about and asked to comply with appropriate dress and behaviours in public — particularly in religious and culturally sensitive sites. 

We not only aim to show you local culture but to let you experience it first-hand. All our tours provide opportunities for you to interact with local people. Expect that you’ll be learning and practising some of the local language and maybe even entering a local home.

We are proud to take the less-travelled routes. When we visit major tourist sites, we offer a twist, so that you can have a more authentic experience of these sites, and and locals in less-travelled communities can benefit from the tourism economy.

“Locals know” is our brand promise. We don’t just show you the cultural and natural heritage in our destinations, but also help you to get to know the destination from a local perspective.

WE CARE ABOUT PLACES

All our tours are designed to minimise negative impacts on the natural environment. That’s why our group tours are run with a maximum of 12 participants and most of them are walking tours. If transport is needed, we primarily use public transit and use high-efficiency vehicles for areas where no public transport is available.

We don't accept 'culture' or 'tradition' as an excuse for cruelty and we actively discourage participation in activities that exploit animals. We do not offer tours that include interactions with animals, and we follow strict guidelines for wildlife-watching. (Check out our Animal Welfare Policy for more information.)

If we enter nature-protected areas, we follow their regulations. We carry out all non biodegradable waste, so as to not leave any trace. If we see trash on the way, we might ask you to help us collect it and take away. We work with knowledgeable guides who will explain to you everything you want to know about the surrounding nature, and will provide advice on how to minimise your footprint on the places we visit.

On our tours, you won’t be able to purchase any products made from endangered flora and fauna, and you’ll be discouraged to do so by your guide if they’re offered for sale in the markets. 

We limit usage of single-use plastic and will inform you about recycling policies and encourage you to use reusable water bottles and to say no to straws. 

If you’re into green and sustainable cities initiatives, ask your guide and they’ll tell share some of the exciting local projects around this topic.

WE GIVE BACK

Responsible tourism principles lie at the core of everything we do, from the way we employ people to how we run our tours. But we also go a step further and support local organisations and projects.

The Intrepid Foundation

The Intrepid Foundation is the not-for-profit entity of the Intrepid Group and supports a range of activities, including: health care, education, human rights, child welfare, sustainable development, environmental and wildlife protection. The Intrepid Foundation empowers travellers to positively impact communities, and will double travellers’ donations to local projects. Not only you can support one of the local projects but also create your own fundraising campaign to support initiatives of your choice. Visit The Intrepid Foundation’s website to learn more and donate.

Staff volunteering

Urban Adventures has a staff volunteering program, and every employee has 20 hours to help an organisation of their choice. If you’d like one of Urban Adventures’ team members to help solve your challenges, send an email explaining your problem and why we should help your organisation to our Responsible Business Manager at anula@urabadventures.com.

Support for special projects

In addition to our ongoing programs, we also get involved ad hoc into projects and events that we believe in. We support projects that promote responsible tourism, sustainable development, green cities and sustainable living. We’re particularly interested in supporting young professionals and social entrepreneurs. We are very open to donating our knowledge, skills and time to support help your project thrive! If you’d like Urban Adventures to support your initiative or event, get in touch with our Responsible Business Manager at anula@urabadventures.com.

Examples of projects we’ve supported in the past include Europe on Track and The ASEF Summer University, just to name a few.


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