Traveler Terms of Use

Touri is not a tour operator or guide. We don't run tours ourselves.

When you book a tour through Touri, your contract is with an independent guide, not with Touri. The guide is responsible for delivering the tour you booked. Meaning if something goes wrong with the tour, your remedy is with the guide.

We take that seriously, and we'll always look to take action against guides who don't meet the standard. But we can't guarantee a guide's performance, and we're not liable for their conduct.

That said, please do get in touch if something goes wrong — we want to know about it and will do what we can to help.

To book a tour you need a Touri account. You must be at least 18. If you're under 18, a parent or guardian needs to book for you and go with you. They take responsibility for your participation and safety, and confirm you meet any age or fitness requirements stated in the tour listing. Tours with age restrictions are marked in the listing — by booking, you confirm that everyone attending meets those requirements.

Use accurate details when you sign up. Your account is yours — don't share it or let others book through it. Bookings are personal and non-transferable. You may not transfer, resell, or give your booking to another person.

Browse and offer. Looking at tours on Touri is free and doesn't commit you to anything. When you're ready, you submit an offer to a guide at your proposed price, or book at list price. Offers can't be cancelled once submitted, so check the details are right for you before going ahead.

Guide responds. The guide can accept, make a counter-offer, or decline. We don't guarantee any offer will be accepted. If the guide counters, you get the same options. If you decline or counter a guide's offer, you won't be able to accept it later.

Booking confirmed. When you or the guide accept, your booking is made and you'll need to pay within 30 minutes. If you don't, your booking will be cancelled — this allows guides to fill every available seat. For paid bookings, you'll get a confirmation by email — check the details and let us know right away if anything looks wrong.

Show your confirmation. Bring your booking confirmation to the tour. Your guide is entitled to verify your booking before the tour begins. If you can't show confirmation, the guide may refuse entry.

Your contract is now with the guide. From payment confirmation, the guide is required to deliver the tour to you as described.

Changes. If you or the guide want to change something (reschedule, adjust the tour), you both need to agree. Your original booking terms apply until any change is mutually confirmed.

Booking errors. Both you and the guide explicitly agree on a price through Touri's offer process. If a confirmed booking results from a technical error in Touri's platform — for example, an incorrect commission calculation — we reserve the right to cancel the booking and issue you a full refund. We'll tell you immediately if we become aware this has happened.

The price you see before you confirm a booking is the total you pay. There's no separate Touri service fee added on top.

Prices are in the Touri-supported currency you select before making an offer, unless stated otherwise. If you pay with a card in a different currency, your bank or card provider may apply a foreign transaction fee or exchange rate. That's out of our hands.

Fraudulent payments. If you use a fraudulent, stolen, or unauthorised payment method, your account will be terminated and we may share relevant information with law enforcement or your financial institution. If a booking is made fraudulently using your account, contact us immediately at support@gotouri.com.

How to cancel: through your booking confirmation page on Touri. Cancellation takes effect from when we receive it, and can't be undone.

Refund timing: Refunds go back to your original payment method. Your bank typically takes 5–10 business days to show it.

Weather: Bad weather is generally not a reason to cancel unless there's an official emergency declaration and the guide decides to cancel. If a guide cancels due to weather, you'll get a full refund as a guide cancellation.

Reschedule instead of cancel: If the guide proposes to reschedule rather than cancel, you can accept the new date or ask for a refund instead — your choice.

If Touri removes a guide from the platform, we'll cancel any affected future bookings, issue full refunds, and let you know by email.

Serious personal emergencies. Our cancellation policy applies as set out above. If you're facing a genuine, unforeseeable emergency — such as hospitalisation — contact us as soon as possible with relevant documentation. We'll consider these on a case-by-case basis. We can't make any upfront commitments, but we're reasonable people.

Payment processing fees. We may need to subtract payment processing fees from refunds to cover the amount we pay to third parties to facilitate payments on Touri. If this happens, we won't subtract anything extra and we'll inform you of the amount.

During the tour: Follow the guide's reasonable safety instructions. If there's an emergency, contact local emergency services first.

If the guide doesn't show up: Report it to us immediately via Help. We'll investigate and process your guide no-show refund if applicable.

If the tour was significantly different from what was advertised: Contact support@gotouri.com as soon as possible and always within 24 hours of the tour end. We'll investigate and, depending on what happened, may issue a refund or partial refund, or take action against the guide.

Third-party elements. Some tours include components delivered by third parties — entrance fees, transport, boat rides, or other activities outside the guide's direct control. Touri is not responsible for the performance of those third parties. If a third-party element is unavailable or fails, the guide should find a reasonable alternative; if the guide cancels as a result, the standard cancellation policy applies. Ask the guide about third-party components before you book if they matter to you.

We want Touri to be a great experience for guides and travelers alike.

• Treat guides with respect. No harassment, discrimination, or threatening behavior.
• You participate in tours at your own risk. Listings on Touri contain suitability information provided by the guide — Touri has not independently verified it. Review this before booking. If you have health conditions, physical limitations, or dietary requirements that might affect your participation, tell the guide before you book. By booking, you confirm you've reviewed the listing's requirements and that they apply to everyone in your group. Touri is not liable for injury or loss arising from failure to disclose relevant conditions.
• Visa, passport, and entry requirements are your responsibility. We don't issue refunds if you can't participate because you don't have the right documents or don't meet entry requirements.

The Touri community. Touri is built around a belief that travel is better when it's fair, direct, and human. A few things we ask of everyone on it:

• Don't try to renegotiate the price after the tour has happened.
• Don't use guide contact details you get through Touri for anything other than coordinating the tour you booked.
• Don't try to book tours directly with guides you've met on Touri, just to bypass us.
• Your negotiation with a guide is private, and the price you pay is yours alone

Your reviews help Touri and other travelers make good choices. Please make them honest and based on your actual experience.

Don't write fake or retaliatory reviews, and don't include information about payment disputes in your review (that's what support is for).

We may remove reviews we think are abusive, fake, or unrelated to the tour.

We collect your name, email, phone number, payment details, and booking history to run the platform and process bookings.

When a booking is confirmed, we may share your name and contact details with the guide so they can coordinate with you. That's the only reason your data goes to a guide.

We comply with Mexico's data protection law (LFPDPPP). If you're based in the EU, you have GDPR rights (access, deletion, portability). Full details in our Privacy Policy.

Start with us: support@gotouri.com. We'll respond within 7 business days (48 hours for urgent safety issues) to the extent we can.

If we can't resolve things through support, disputes go to binding arbitration under UNCITRAL rules, administered by CANACO, seated in Mexico City, conducted in English.

You can't bring a class action against Touri — claims are handled individually.

These terms are governed by the laws of England and Wales, except where mandatory Mexican consumer protection law applies to your rights.

We can update these terms at any time. If you have a confirmed, paid booking when changes take effect that are material to your booking, we'll let you know by email. Continuing to use Touri after any update means you accept the new terms.