The deal, in plain English.

Who you are booking with

actually london is a trading name of Londonium Ventures Ltd, registered in England & Wales, company no. 17497704, 66 Paul Street, London EC2A 4NA. Email hello@actuallylondon.co.uk or WhatsApp 07783 067319.

Who does what

Tours, airport pickups and personal shopping are our services, and we are responsible for them, including when one of our guides or drivers delivers them. Your guide or driver may change before the day; if so, we tell you. Tickets, restaurants, transport and stays that we book for you are provided by those businesses: we book them as your agent, and your contract for them is with the provider.

Some trips combine services, such as a stay with tours or an airport pickup with a multi-day programme. If what you book with us is a package under the Package Travel and Linked Travel Arrangements Regulations 2018, we tell you before you book, and you get the information and financial protection those regulations require. We do not sell flights.

Quotes and booking

• We reply to every enquiry within one working day, with a price and an outline of the days.
• A quote is valid for 7 days unless it says otherwise. Availability and third-party prices, such as attraction tickets and accommodation, can change until your booking is confirmed. A booking is confirmed when you have paid and we have confirmed it in writing.
• Every tour and private day is priced for the group, not per person: one price for up to five people and another for six to eight, as shown on each tour. Where a tour includes food or drink, that part is a set amount a person, shown next to the price.
• Prices are in pounds sterling and include everything we list as included. Entry tickets, food and travel are extra unless the quote says otherwise.

Payment

• We send a secure payment link. You pay by card or Apple Pay through Stripe. We never see or store your card details.
• Tours and airport pickups are paid in full to confirm. Private days and bigger trips may be split into a deposit and a balance, and the quote says when each is due.
• If a balance is not paid by its due date, we may cancel the booking and treat it as cancelled by you.

If you cancel

Where a refund is due, we may keep a £10 administration fee to cover the reasonable cost of processing the cancellation and the refund.

• Private tours and private days. 48 hours or more before the start: a full refund less a £10 admin fee, or move to another date free. Less than 48 hours, or if you do not turn up: no refund, though we will try once to move you to another date.
• Airport pickups. 24 hours or more before the pickup: a full refund less a £10 admin fee. Less than 24 hours: no refund, because the driver is already committed.
• Day trips outside London (Bicester Village, Windsor and the like): 7 days or more before: a full refund less a £10 admin fee. Less than 7 days: no refund, because transport and tickets are booked by then.
• Trip plans. See Trip plans below. Once a plan is sent, it is not refundable.
• Tickets and bookings we make for you (attractions, restaurants, transport, stays): these follow the provider's own rules. We refund whatever they refund to us, less a £10 admin fee, and nothing more.

Your right to change your mind

UK law usually gives you 14 days to cancel something you buy online. How it works with us:

• Private tours and private days are booked for a set date, so the 14-day right does not apply. The cancellation terms above apply instead.
• Airport pickups are passenger transport, which the 14-day right does not cover. The cancellation terms above apply.
• Trip plans. You have 14 days to cancel. If you ask us to start straight away, you lose that right once your plan is sent. If you cancel after asking us to start but before the plan is sent, we refund what you paid less a fair amount for the work already done. If you ask us to wait, we start once the 14 days are over.
• Gift cards. You can cancel an unused gift card within 14 days of buying it for a full refund.
• Personal shopping. You can cancel for free until we buy the goods. Once you have asked us to buy them, the purchase is made for you and the shopping rules below apply.

To cancel, email hello@actuallylondon.co.uk or message us on WhatsApp 07783 067319. A clear message is enough.

Airport pickups

• We track your flight, so a delay costs you nothing. Tell us about any change of flight number or date at least 12 hours before.
• Waiting is free for 60 minutes after your flight lands, with parking included. After that, waiting costs £10 for each 15 minutes, and we message you before it starts.
• If we cannot reach you 90 minutes after landing, the driver may leave and the fare is not refunded.
• Prices are per vehicle for up to four passengers and the luggage you told us about. More bags than booked may need a bigger car at extra cost.

Trip plans

• A trip plan is made for you by a person. Two, three and four day plans are checked against your dates (opening days, closures, sunset, events that week) and emailed within one working day of payment, or of the day you tell us your dates if that is later. A plan built with you is emailed within three working days of our chat.
• The price on the payment page is everything you pay us for the plan. Entry tickets, travel and food are not included.
• Credit against a guided day. If you bought a plan and book a guided day or tour with us for the same trip, we take the full price of the plan off that booking. One plan, one booking. The credit cannot be exchanged for cash.
• If something in your plan is wrong because of our mistake, tell us and we will correct it or refund the plan.
• The plan is for your own use. Please do not resell or publish it.

Gift cards

• A gift card is valid for 24 months from the day it is bought. The expiry date is on the card and in the email that comes with it.
• Use it for any private tour, private day, airport pickup or trip plan, subject to availability. You can use it over several bookings until the balance runs out. If a booking costs more than the balance, you pay the difference.
• Gift cards can be passed on to someone else. They cannot be exchanged for cash, except that an unused card can be refunded in full within 14 days of purchase.
• If you cancel a booking paid with a gift card, the cancellation terms above apply and any refund goes back onto the card.
• If a card is lost, tell us and we will reissue the remaining balance to the email address it was bought with.

Personal shopping

• We act as your sourcing and purchasing agent. The shop sells the goods to you, and its terms, including its product, returns and warranty policies, apply to them.
• You pay for the goods, our fee and shipping before we buy anything. The quote shows each one on its own line.
• Our fee pays for the sourcing and is not refundable once we have bought the goods.
• Before we ship, a return follows the shop's own returns policy. We handle it for a £20 admin fee plus any return postage, and refund what the shop refunds.
• Once shipped, goods cannot be returned through us.
• Import duties and taxes in your country are paid by the person receiving the parcel. We tell you when we expect them, but the carrier and your customs office decide them.
• Every parcel goes tracked. Insurance for the full value of the goods is a separate line on your quote. If it is lost or damaged in transit, we make the claim and refund you what the insurance pays.
• You can choose to ship without insurance to save the cost. If you do, the goods travel at your risk once we hand them to the courier, and if the courier does not pay out, we cannot refund you.

If we cancel

If we have to cancel, you choose: another date, or a full refund of everything you paid us, with no admin fee. We cancel tours only for weather that is genuinely unsafe or for something outside our control, such as a strike or a closure, and we tell you as soon as we know.

On the day

• Tours start on time. We wait 15 minutes for latecomers, then start, and the tour ends at its usual time.
• Routes can change on the day for closures, crowds or weather. We keep to what the tour promised.
• Rain, and delays on your way to us, do not cancel a tour.
• Children under 16 come with a paying adult who is responsible for them. You are responsible for your own belongings.
• Tell us about any mobility or access needs when you book, so we can plan a route that works.

What we are responsible for

We are responsible for doing what we agreed, with reasonable care and skill. If we get something wrong, we will put it right or refund the part that went wrong.

We are not responsible for what other businesses do, such as an attraction that closes, a restaurant, an airline, a courier or a train strike, or for losses we could not have foreseen, such as a missed flight or onward booking. To the extent permitted by law, our total liability to you for a service is limited to the amount you paid us for that service.

Nothing here limits our responsibility for death or injury caused by our negligence, for fraud, or for any of your rights that the law says cannot be limited.

Complaints

If something is not right, tell us as soon as you can, on WhatsApp or by email, and in any case within 14 days, before disputing a payment with your bank. We reply within two working days and aim to settle it within 14 days. If we cannot agree, you can bring a claim in the courts of England and Wales, where small amounts go through the small claims track.

The law

These terms are governed by the law of England and Wales.

Last updated 11 October 2026.