HOW IT WORKS
Terms and Conditions of our events
BEFORE YOU BOOK
We kept the prices of our scheduled experiences intentionally low to allow maximum affordability in our commitment to spread heritage awareness in the local community.
For in-person experiences, the prices are generally all-inclusive and include guide fees, tea/coffee/water, entry tickets (if any), and transportation within the tour (if required).
For Virtual Experiences, the pricing includes virtual guiding fees and access to the recording of the event for 24 hours (on request).
You choose the price for our Pay-What-You-Like experiences, which will occasionally be announced through our Facebook page, twitter and mailing list. The prices for our day experiences and other special tours will vary and will be announced when we open booking through this website and social media.
Reservations & Payment
All of our regular in-person and virtual experiences, day trips, and special tours require pre-booking and payment online. For our Pay-What-You-Like tours and privately booked walks and experiences, you pay in cash (or bank transfer) against receipt at the end of the experience. Please bring exact change. The maximum number of bookings we can accept per in-person experience is 17* and 90 for Virtual Experiences.
Please confirm all Private bookings at least 24 hours before the preferred date. All Private day tours need to be confirmed at least 48 hours before the preferred date.
If you are a member of another walking tour company in Kolkata, we will not be able to honour your booking. In case you have booked, we will send you a full refund. We are forced to take this measure due to unpleasant experiences in the past.
Privacy of Customers and Customer Data
The privacy of our customers and their data is of paramount importance for us. Therefore, our customer data is scattered and encrypted among various servers worldwide. We also do not share any customer data with a third party without the written consent of the customers.
During our in-person experiences, we ask for oral consent from all our customers at the very beginning of the walk for clicking their photographs and putting them up on our social media platforms, websites and other promotional material, offline or online.
The health and safety of our customers and our team members are paramount to us. Therefore our in-person walks are restricted to a maximum of 6 participants only. To attend our in-person walks make sure you maintain at least 1m physical distance from the other participants at all times. Wearing a proper face mask in proper way is mandatory at all times during our in-person events. Please also remember to carry a hand sanitizer and your own water bottle.
If you are not feeling well, please do not attend the walk. We will accommodate you to the next walk on the same theme without any additional cost. If you feel sick or are detected with COVID19 within 15 days after the walk, please let us know so that we can pass the information on to the other participants with your privacy intact and ask them and our team members to take proper precautions.
We are not accepting any private walking tour bookings until the pandemic is beyond us, except for special requests from Embassies, Consulates and Cultural Institutions.
All of our experience curators speak English and Bengali and many also speak Hindi. The language used during the tour will be chosen based on the composition of the group; if the group is mixed-language, the tour will be conducted in English. We are, of course, happy to answer any questions, or clarifications that you may need during the tour in one of the three above languages.
Cancellation & Refund
We have a liberal cancellation policy. Reservations can be cancelled up to 48 hours before the tour to receive a full refund. No refund will be issued for tours cancelled after that period or in the case of a No-Show. However, you can always request us to postpone your booking to the next available tour on the same theme, and we will try our best to accommodate you. If in any circumstance, we are forced to cancel a tour, we will give you the choice of a full refund or a postponement. If you choose the former, we will refund the entire amount.
For Overnight Tours or longer, the refund policy will be mentioned in each tour description.
For Cruise Tours (scheduled/private), the full refund will only be issued for cancellations received up to 7 days prior to the date of the tour. No refund will be issued after this point, but we can transfer your ticket to the next tour for no additional charge.
BEFORE THE TOUR
Know Your Guide
The name(s) of your experience curator(s) will be mentioned in the tour description on our schedule page. We encourage you to visit the profile of your experience curator to learn about her/his background before the tour. You will receive a text message from the experience curator with meeting point details and other relevant instruction the evening before the walk.
For Virtual Experiences, you will automatically receive the joining link at the time of booking. Please check the SPAM folder of your email in case you have not received a booking confirmation immediately. You will also receive a reminder email with the joining link 24 hours before the event on the email you used while booking.
The starting point for each tour will be mentioned in its description of each walk. In case the location is difficult for you to find, please feel free to call your guide for instructions before you start from home. Phone numbers are provided at the time of booking. The walk leaders normally reach the start point at least 30 minutes before the start of the walk.
You will receive a text message/email from your walk leader after 19:00 on the evening before the day of the walk. This message will outline the meeting point details and any other necessary advisory. If you have not received the text message by 19:30 on the evening before the walk, please feel free to get in touch with the walk leader.
For Virtual Experiences, you will automatically receive the joining link at the time of booking. Please check the SPAM folder of your email in case you have not received a booking confirmation immediately. You will also receive a reminder email with the joining link 24 hours before the event on the email you used while booking. If you have not received the link then please reach out to us at email@example.com
All of our standard in-person experiences are 2-3 hours long. The length of day trips and special tours will vary, and will be mentioned on the tour description. The Pay-What-You-Like tours are normally 1 hour long.
The durations of our Virtual Experiences vary from 1 hour (micro-experience) to 2 hours (full experience). Please check the duration at the time of booking.
Due to the current pandemic situation, we have reduced the duration of our in-person walks to 1.5 hours.
What to Bring
Walking shoes are recommended, along with umbrellas or hats to shield from the bright sunlight. Although there is no dress code, please wear light, culturally appropriate clothing as some tours include religious sites.
The tours will run in drizzle or sunshine unless it is a complete washout. In case of a washout, the tour will be moved to the next available time (on the same day or a different one) when all those who booked are available. Please do not forget to mention your phone number(s) while booking. In case of a cancellation from our end due to inclement weather, please communicate to your guide if you choose to claim a refund rather than a postponement.
DURING THE TOUR
Our tours will start sharply at the time mentioned on the schedule. It is recommended that you arrive the meeting point at least 10-15 minutes before the start of the tour. If you are stuck in traffic, do let us know, and we will wait for you for another FIVE minutes.
For Virtual Experiences, we will wait for FIVE minutes beyond the scheduled start time for you to join. All our virtual experiences have a waiting room feature, if you arrive after the start of the tour please remain in the waiting room and we will let you in.
Health and Safety
Since most of our walking tours run along busy roads, it is strongly recommended that you remain on the footpath at all times. Please be careful when you take pictures and while crossing the roads. While all of our tours are children-friendly, we recommend utmost caution while crossing roads with children.
Photography is allowed on all of our tours unless it invades privacy and/or hampers the progress of the tours. On occasion, there may be restrictions on photography put in place by the owners of different properties. These restrictions must be respected. If there are any photography fees at any place during the tour, the customer will be required to pay for it, although we will pay for admission.
For the smooth progress of the tour, we recommend that all mobile phones be kept in silent mode during the entire duration of the tour. Our guides will switch their phones off before the tours begin.
Video & Audio Recordings
While you are welcome to make notes during our walking tours, please DO NOT make a video or audio recording of the walk leader. The contents of our walking tours are a result of meticulous research, and we have unfortunately had unpleasant experiences in the past with people plagiarizing the information towards commercial gains.
For Virtual Experiences, in case you have dropped out due to internet issues or could not attend the tour due to a last-minute engagement, do email us at firstname.lastname@example.org and we will share a video recording of the tour with you on a 24-hour access basis.
For the convenience of everyone on the tour, smoking is prohibited during the entire duration of the walking tours. For longer tours, such as day trips and special tours, please smoke at a respectable distance from the group so that no one is inconvenienced.
Unless specifically stated in the walk description, our walking tours DO NOT include time for shopping. We will not force you to buy anything from any vendors in the course of the walking tour in expectation of a commission. We understand that such behaviour is unprofessional and adds to the discomfort of those who choose to walk with us.
Since time is precious during the walks, which almost always pass through very busy neighbourhoods, we strongly recommend against taking shopping breaks during the walk. This delays the walk and also makes it difficult to keep the group together in busy neighbourhoods. If you liked something that you wanted to buy you can always return to that shop after the walk has ended.
Racism and other Forms of Discriminatory Behaviour
Heritage Walk Calcutta has a ZERO TOLERANCE policy on racism or any other forms of discriminatory behaviour. We reserve the right to refuse service, or stop a tour should anyone engage in such a practice.
AFTER THE TOUR
If you liked our tour and want to appreciate our service, you can make a monetary contribution to our Research Library. We will use your contribution to purchase books or archive access. We will share a donation link with you at the end of each tour.
We want to know how we did! We request you to provide feedback after each tour on our Facebook and Google. Your guide will provide you with the links to these pages after the tour. We will also send you an email with a link to a brief feedback form.
If you enjoy our tours, please tell your friends!