If you are planning to travel with us in the coming weeks, you’ll likely have some questions about the impact COVID-19 may have on our operations.
We are currently operating tours only in destinations where governments have deemed it save to resume group activities. We’ve also established our own guidelines in line with the World Travel and Tourism Council’s ‘Safe Travels’ framework, as well as encouraging our vendors to do the same.
Our local guides in 50+ cities around the world are giving us real-time information in all our destinations, and we will regularly update our tour offerings as new developments come in. Note that in some destinations, only private tours may be available at this time.
We recommend you check with both your own government and the destination’s government for the latest travel advisories and quarantine requirements.
We are committed to ensuring your health and safety and have set out strict requirements for all our operators, guides and the businesses we work with on our tours.
All our destinations are required to follow all local government regulations for operating, as well as our own intrepid Urban Adventures guidelines for health and safety. These guidelines include:
limiting our group sizes to reflect local government recommendations for gatherings;
maintaining a 1.5-metre distance between all tour participants whenever practical, including the guide;
ensuring all vendors we visit (restaurants, bars, cafes, etc.) are appropriately sanitized and have implemented protocols for physical distancing;
ensuring any private transport is thoroughly cleaned and disinfected between tours, and follows locally advised capacity limits;
re-training all guides in health and safety and incident management; and
requiring any guide showing symptoms to be removed from the tour schedule for a minimum of 14 days.
In addition to these mandatory requirements, we also have recommended guidelines for both our guides and you, to ensure everyone’s safety:
PPE (masks and face coverings)
For the safety of you and other guests, we strongly recommend you bring a mask with you to the tour. Your guide will inform you of the latest government recommendations, and whether a mask is required. Note that some vendors we visit may have their own mask requirements, even if not government-mandated. If this is the case and you do not have a mask with you, we cannot guarantee you will be allowed inside these businesses.
Our guides may ask to collect your contact information at the start of the tour, for contact tracing purposes only — for example, if we are informed of possible exposure and need to notify you. This data will not be used for any other purposes.
Our itineraries and routes may be modified to avoid crowds and public transport. We may need to re-route your itinerary at the last minute if there is unexpected crowding at one of the stops.
Customer Symptoms and Safe Behaviour
If you are showing flu-like symptoms, please be considerate of others and do not join the tour. You may cancel up to 2 hours before the tour start time if you are not feeling well, and receive a full refund.
If you are showing symptoms on the tour, or if you refuse to follow our health guidelines, your guide will ask you to leave the tour for their safety and the safety of others.
We will be monitoring customer feedback continuously, to ensure we’re mitigating any risks and keeping our customers, guides and the local community safe. If anyone in the Urban Adventures community has concerns — whether you’re a customer, vendor, guide, or member of the local communities we operate in —we encourage you to escalate these immediately to our leadership team at firstname.lastname@example.org.
All our join-in and “off-the-shelf” private tours have free cancellation up to 24 hours prior to the departure of your tour, so you are financially protected if you are suddenly unwell. You also have the option to reschedule or take a travel credit for the full value.
For custom “Create Your Own” tours, you may cancel up to 48 hours prior to your tour departure for a full refund minus unrecoverable costs. For cancellations within 48 hours of departure, you will receive a travel credit minus unrecoverable costs.
If you booked through a travel agent or travel advisor, including Intrepid Travel, please contact them directly to discuss your options based on their current policy.
Please note that due to a high volume of messages right now, refunds may take up to 5 business days to be processed. Thank you for your patience as we work to ensure all our customers are taken care of.
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