FAQs
Unique Tours Factory



About our partner Guides (5)



Can I contact a guide?

An internal messaging system on the site makes it easy to get in touch with the guides. Please feel free to contact them to help prepare your tour or simply if you have any questions for them.

You can contact a guide: Before submitting your booking request, if you have questions to ask. Go to the tour description and simply click on the “contact the guide for this tour” button

After submitting your booking request, to prepare for the tour or put any practical questions. Log in to your personal space under the heading “My Account”, click on your booking and then on “contact the guide for this tour”.

You will receive an e-mail containing the guide's personal contact details and a summary of your tour, 15 days in advance.



What are the criteria used in selecting the guides? What kind of checks do you carry out on the guides?

We have opted to work exclusively with professional or semi-professional guides, probably among the best in the world.

With every care for our clients' requirements, we select our guides on the basis of criteria among which professionalism, originality and enthusiasm rank very highly.

In addition, most Unique Tours Factory partner guides are officially accredited and hold the diplomas and certifications required to exercise their profession. We also meet all our guides in person at intervals and stay in regular and personal contact with each and every one of them.



What languages do the guides speak?

The majority of our guides speak one or two languages (English, for the most part) in addition to their mother tongue. You will find this information in the tour description.



If a guide is not available for a particular date, can I choose another guide?

In the event of a guide being unavailable, you have two options:

If you have submitted a booking request that the guide is unable to fulfill for lack of availability, you may be offered an alternative (another guide or another date) If you have not yet submitted a booking request, don't hesitate to browse our other offerings in the same city to see if other guides offer similar tours, or contact the guide, who may be able to suggest a solution.



What do I do if the guide fails to turn up on time?

The time and departure point of your tour are shown in the booking confirmation (sent to you by e-mail and available in My Account).

If no change of plan was scheduled, and the guide fails to turn up at the time and place agreed:

First contact the guide by telephone (on the mobile phone number for the guide provided prior to the tour) or, failing this, by e-mail. If you are unable to contact the guide, get in touch with us immediately via our contact form and be sure to quote your telephone number, so that we can try to contact the guide and call you back immediately.



Payment and refunds (10)

What means of payment are accepted?

Your purchases on the Unique Tours Factory site can be paid for by bank card. We accept Visa and MasterCard.



Can I pay the guide in cash on the day of the tour?

Purchases on the Unique Tours Factory site can only be paid for by bank card. We accept Visa and MasterCard.

Payment for tours in cash, by check or any form of payment other than as set out above is not accepted.

In addition, we specifically ask you to refuse to pay any additional sum not indicated in the tour description.



When is my account debited?

Your account will not be debited immediately when you submit a booking request, but only when your booking is confirmed by the guide.



What is your policy on cancellation and refunds?


If you decide to cancel your tour, there are three possibilities:

You cancel over 30 days before the scheduled date of the tour: you receive a full refund.
You cancel between 7 and 30 days before the scheduled date of the tour: you receive a refund of 50% of the booking cost.
You cancel within 7 days before the scheduled date of the tour: no refund can be made.


For further details, please read our General Terms & Conditions.



Where can I find my booking summary?

A summary of your booking request was sent to you by e-mail. You can also find this summary in My Account.

In addition, once the guide has confirmed your booking request you will receive an e-mail confirmation, which can also be found in My Account.



How do I get an bill for my booking?

If you would like a bill for your booking, please contact us via our contact form.



There are several of us in the group: can we share the cost of the tour?

A private tour can only be booked and paid for by a single person. It is then up to you how you share the cost of the tour between your friends or family.



I made a mistake on my booking request: what should I do?

If you have booked the wrong tour or provided incorrect information, please contact us via our contact form. We will do everything possible to find a solution to your problem.

Any cancellation of a tour remains subject to the terms & conditions of cancellation and refunds.

For further information on the terms & conditions of cancellation and refunds, please read the relevant question in the FAQs or the General Terms & Conditions.



What happens if the guide decides to cancel the tour?

If forced to cancel, a guide may suggest an alternative date or an alternative guide for your tour.

Should you decide to refuse the proposed alternative guide/date, you will receive a full refund, irrespective of the period between the date of cancellation and the scheduled date of the tour.

For further information, please read our General Terms & Conditions.



The Website & “Unique Tours Factory” (10)



What is the concept behind Unique Tours Factory?

"Unique Tours Factory" is an innovative start-up that sets out to provide its clients with the best ever travel memories, the ones they will tell their friends about when they get home. We are launching a marketplace to offer the very best private tours by the very best professional guides in the world's most beautiful cities.

To find out more about our concept and out activity, check out the UTF Experience.



Why book with Unique Tours Factory?

Unique Tours Factory offers you the best private tours in the world's most beautiful cities.
To provide you with a service of this quality, Unique Tours Factory relies on:
Guided tours consisting of a cocktail of three keynote experiences: discovery, encounter and celebration,
100% professional hand-picked guides,
The option to prepare your tour in advance in consultation with your guide,
100% private guided tours for you and your fellow travelers.


To find out more about what we offer, check out the UTF Experience.



How do I contact you?

An internal messaging system on the site makes it easy to get in touch with the guides, who can answer most of your questions.

We are also at your disposal to answer any other questions you might have.
You can contact us via our contact form.



Is it possible to book more than one tour?

Booking several tours is no problem at all.
You have two options:
You can book each of the tours individually, one after the other (making a separate payment for each tour).
If you would like to make a single payment for several tours, please contact us via our specific contact form




Can a booking be modified?

You can modify certain aspects of your booking. For further information and to make modifications (where possible), please contact the guide for your tour.



Can a tour be personalized?

This may be possible in certain cases. For further information, please contact the guide for your tour.



How do I modify my personal information?

To modify the personal information you entered when signing up, go to My Account and then “My info”.



There are too many of us to book a tour: what can we do?

The Unique Tours Factory partner guides organize private tours limited to a maximum number of persons, determined according to certain constraints and designed to guarantee you a unique experience of the highest quality.

You can always contact the guide, however, to see if an alternative solution can be found.



After I have booked, can I invite others to join me?

When you make a booking, you stipulate a given number of people.
As a general rule, it is not possible to change that number after booking. We do advise you, however, to contact the guide to see if something can be arranged.



What do I do if the guide does not reply to my booking request?

When you submit a booking request, we inform you of the deadline within which the guide is required to reply to you (24 or 48 hours, depending on the length of time between the date of booking and the date of the tour).
If the guide has not replied within this deadline, your booking request will be automatically cancelled and you will be informed accordingly; you will not be debited for the cost of the tour.

Security & other questions (9)



How is my personal information used?

For the purpose of providing its services, Unique Tours Factory (UTF) needs to gather some of your personal information. Under French law, UTF is consequently required to report its gathering of such information to the national data protection agency, the Commission Nationale Informatiques et Libertés (CNIL).

In accordance with the French data protection act, Act no. 78-17 of 6 January 1978, UTF undertakes to take all useful precautions, with regard to the nature of the data and the risks of the processing, to preserve the security of your personal data and, in particular, to prevent its corruption or damage, or access by unauthorized third parties.

For further information, please read our General Terms & Conditions.



How is the price of a tour set?

The price of a tour is always set by the guide. Unique Tours Factory takes a commission on the cost of the tour, in return for the services it provides to clients and to partner guides.



What preparations should I make before the tour?

The best way to prepare for the tour is to follow the recommendations in the tour description and any information given to you by the guide.

For further information, please contact the guide for your tour.



Can I add personalized requests (pick-up at the airport, for example)?

Some personalized features can be arranged. For further information, please contact the guide for your tour.



Am I insured during my tour with the guide?

Our partner guides give an undertaking that they carry all the professional insurance required for their activity to cover all the risks incurred by their clients during the tours.

In addition, you continue to be covered by your own civil liability insurance.

For further information, please read our General Terms & Conditions.



What do I do if I don't feel safe during the tour?

Your safety and security are central to our concerns. If at any time during the tour you do not feel safe, please inform the guide immediately so that he or she can take the necessary steps.
You may, of course, decide to halt the tour at any time.
Should you do so, please contact us afterwards via the contact form.


If you have any other questions, please contact us