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1) Reservations and cancellations 

a) All mentioned rates are including 19 % VAT and travel expenses and time.
b) Rates applicable for languages: Dutch, English, German, French, Italian and Spanish. Other languages available on request.
c) Reservations only by email or online
d) FREE cancellations until 10 working days before start of service.
e) Cancellations within 10 working days: 50 % of the applicable rate.
f) Cancellations within 3 working days: 75 % of the applicable rate.
g) Cancellations within 5 working days or 24 hours or no-show: 100 % of the applicable rate.

2) Specific terms and conditions per published rate:
a) Citytvours and walks should finish before 13.30 hours or start after 13.30 hours.
b) Tours are maximum 9 hours on one day and should allow 1 hour lunchtime.
c) Standard working hours are between 600 hours and 20.00 hours. If a tour starts or finishes outside these hours a surcharge will be
d) Lunch allowances: If the guide/tourmanager can not have lunch with the group whilst on tour on a full day service , a set amount for lunch will be charged.
e) Dinner allowances: If a tour finishes after 20.00 hours or the guide/tourmanager must stay overnight with the group and no arrangements for dinner are made, a set amount for dinner will be charged.
f) Our guides are primarily responsible for en-route commentary and route finding. Secondary duties may be e.g. assistance with check-inn at hotels, but neither the guide nor we can be held responsible for matters such as room-division. These responsibilities lay with the group leader or bus driver acting as such.
g) Walking tours: maximum 20-25 participants. Museum tours: maximum 15 participants or the official maximum of the museum. In case your group uses a whisper system, this maximum number may be higher.

3) Specific terms and conditions for reserving a guide or tourmanager:
a) At the time of making a booking we will need to know at least the date, hours and language. When making the final booking we will need to know also the group’s program with indication of tour schedule. For transfers or airport-duty: Please advise us of the exact group name or right name to be put on the sign.
b) Always report the number of passengers when making a reservation for walking- or museum tours. See terms and conditions 2/g.
c) Give us much as possible information about a group when making the final booking. A simple details as student-group is valuable to our guides. Also information about the the group’s entire program can be useful even if our guide only does a part of the whole program.

4) Telephone expenses:
a) For duties that require the need and use of a mobile phone, there is a standard surcharge of € 5,00. Duties for which we will charge this standard fee are e.g. airport-duties for which our guide must stay in touch with clients or tourmanagers over the mobile phone. If the expenses involved are considerably higher than € 5,00, the extra expenses will be charged.
b) If a tour involves many uncertainties about its execution and therefore our guide needs to contact the client, directly or via us, an amount of € 1,50 will be charged per necessary call.
c) These rates exclude 19 % VAT.

5) Emergency contact:
Only for emergencies HTG Services can be reached outside office hours (mon –fri 09.00 – 17.00 hours) on our emergence mobile number: +31.6. 5049 9714.

6) Guide details
Before the start of each tour you will be informed of the name of the guide and his/her mobile phone number. We, however, keep the right to change without notification the guide, also in last-minute matters.

7) Complaints procedure
a) Complaints about the services provided should be sent to us by email or fax within 21 days after completion of the service.
b) All complaints sent to us within this period, will be answered in writing within a month after it was received. Only in special circumstances, e.g. the involved guide is away on holiday for a period superseding this month, this time can be exceeded. We will inform the client involved in such cases.
c) All complaints will be answered after consulting the guide involved.
d) Complaints do no automatically result in refunds.
e) Only complaints in which the malfunctioning of the guide is very clear to all parties involved may result in a refund of the services paid.

8) General restriction on published rates
All published rates are valid at the time of booking and will be changed only in case of legal financial changes on salaries, taxes, administration or obliged insurances.

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