Terms and Conditions

  1. All use of the web site www.londongrayline.com (“the Site”) is on the terms and conditions below. If you do not agree to these conditions cease use of the Site immediately. The website londongrayline.com is operated by Golden Tours Ltd
  2. You may print and keep a copy of these terms. They are a legal agreement between us and can only be modified with our consent. We reserve the right to change the terms at our discretion by changing them on the Site.
  3. By using goldentours.com or any Golden Tours-affiliated website, you agree to be legally bound by these terms, which shall take effect immediately.
  4. If you do not agree to be legally bound by all the following Terms & Conditions, please do not access and/or use goldentours.com or a Golden Tours-affiliated website.
  5. Golden Tours may change these Terms & Conditions at any time by posting changes online. Please review these Terms & Conditions regularly to ensure you are aware of any changes made by Golden Tours. Your continued use of Golden Tours.com or a Golden Tours-affiliated website after changes are posted means you agree to be legally bound by these terms as updated and/or amended.
  6. You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use Golden Tours.com content (inclusive of text, images, URLs, pricing information, etc.) in any way except for your own personal, non-commercial use. Any other use of Golden Tours.com content requires the prior written permission of Golden Tours (if you’re interested in becoming a Golden Tours affiliate, please click here for more information).
  7. You agree to use Golden Tours.com and Golden Tours-affiliated websites only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use and enjoyment of goldentours.com.
  8. Your use of Golden Tours.com or any Golden Tours-affiliated sites is intended for personal, non-commercial use and/or to make legitimate requests to book the products or services offered. You agree not to use this site to make any speculative, false or fraudulent requests. You agree not to use robots or other automated means to access this site, unless specifically permitted by Golden Tours.
  9. Goods or services available for purchase on the Site, such as hotel and theatre bookings are provided by our partners and comprise a contract between the user and our partner, not Golden Tours. Although Golden Tours uses its reasonable endeavours to ensure reputable suppliers are used on the Site it accepts no liability arising from supplies by such partners. All such sales are on the terms and conditions of the provider and the user which may be accessed from the Site.

Visitor Provided Material

  1. In these terms of use, visitor provided “material” includes without limitation, text, images, audio material, video material and audio-visual material that you submit to our website, for whatever purpose.
  2. Any material that a visitor to this Website sends or posts to goldentours.com shall be considered non-proprietary and non-confidential. We shall be entitled to copy, disclose, distribute or use for such other purpose as we deem appropriate all material provided to us, with the exception of personal information, the use of which is covered under our Privacy Policyhttp://www.goldentours.com/cookie-policy
  3. When using goldentours.com you shall not post or send to or from this Website any material:
    1. For which you have not obtained all necessary consents;
    2. That is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;
    3. That violates any third-party right, including any copyright, trademark, patent, trade secret, moral right, privacy right, right of publicity, or any other intellectual property or proprietary right; contains material that is false, intentionally misleading, or defamatory.
    4. This is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.
  4. We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material that is in breach if this website.

Your Account

  1. You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and to the extent permitted by applicable law you agree to accept responsibility for all activities that occur under your account or password.
  2. You are responsible for ensuring that the details you provide us with are correct and complete, and for informing us of any changes to the information you have provided.

Pricing – Inclusions & Exclusions

  1. Prices shown on Golden Tours website are per person unless otherwise stated.
  2. Prices are subject to change, until the booking has been confirmed.
  3. What is included is stated specifically on each page.
  4. For groups 10 participants or more, group tariffs may be available on request, click here for further details.
  5. Senior Prices apply for customers 60 years and over.
  6. Students at the time of booking must provide an ID card and bring it with them on the day of travel.
  7. Children under sixteen must be accompanied by an adult.
  8. Unless otherwise specified, prices do not include any local taxes, charges or fees.
  9. Prices do not Include (unless stated otherwise) – gratuities to the guide, driver or tour manager, food and beverages and transfers to/from stations.
  10. Gratuities are at your discretion.
  11. Revised pricing, practices, offers, commercial catalogues, pricelists and schedules or other documents upon which pricing strategies are based on are considered in conjunction with Pricing Practices Guide.


  1. Golden Tours accepts the following Credit Cards: Visa, MasterCard, and American Express.
  2. There is no charge or service fee for processing Credit-card payments.
  3. Full payment is required at the time of booking.
  4. For your protection and in accordance with the requirements of the Package Travel, Package Holidays and Package Tours Regulations 1992, we operate a client money trust account (account held at GIRO BANK PLC) to ensure that you would be refunded and/or repatriated to London in the very unlikely event of our insolvency. All payments we receive from you will be kept safe in that trust account until such time as you have completed your holiday or cancelled it.
  5. Cardholder must be present at the time of presenting the ticket.

Amendments & Cancellations

  1. Amendments by you can only be made to coach tours, please call us 24 hours prior to the departure time and date.
  2. Theatre tickets, rail trips, lunch and dinner products, overnight tours, attraction tickets and Warner Bros studio tours cannot be amended or cancelled once booked.
  3. For full and half day coach tours, a full refund will only be made up to 24 hours prior to departure; otherwise 100% charge will apply.

Refunds & Compensation

  1. In the event that a venue is not visited during a coach tour due to unforeseen circumstances, an amount equal to the value of the admission will be refunded at our discretion.
  2. If the air conditioning or washroom on the allocated vehicle is not operational, then no refund will be made.
  3. Open Top Bus Tour tickets are not refundable. All sales are final, tickets cannot be exchanged or money refunded by Golden Tours.
  4. For Open Top Bus Tours, in the event of unforeseen weather or traffic conditions, a refund of a maximum of 25% of the value of the ticket will only be given where the delay is longer than one hour.
  5. We cannot grant any refunds more than 30 days after completion of tour.
  6. All third party products and services, where we act as an official agent, are non-refundable under any circumstances and are also subject to the terms and conditions of the product/service supplier.


  1. We want you to enjoy your experience with us. Sometimes however things do not go according to plan and if you feel that we have not lived up to your expectations, or that we could improve our service in some way. Please let us know by email [email protected] and we will respond to you within 3 – 5 business days.


  1. Customers purchasing tickets on this website will receive an e-ticket. The Customer will need to print the e-ticket and bring the printed copy with them to present to a member of the Golden Tours staff at the Customers preferred boarding point.
  2. Customers with e-tickets must bring the printed e-ticket along with the credit card used to make the purchase as proof of ID.
  3. The Customer should present their e-ticket to a Golden Tours uniformed member of staff, at the preferred boarding point. The member of staff will exchange the e-ticket for a valid ticket To Travel.
  4. Golden Tours reserves the right to refuse any e-tickets presented without the credit card used to make the purchase.

Date Of Departure & Collection Timings

  1. Dates of departure and collection times are subject to change or cancellation, should unforeseen circumstances occur.

Pickups & Convenient Returns (Coach Tours)

  1. In the event that you miss your pickup time, please contact the concierge at the hotel who will assist your further.
  2. Drivers have to work under strict legal and time restrictions and therefore you will be dropped back at up to three central locations in London (unless stated otherwise during the tour).

Smoking, Food & Drink On Board Coaches

  1. Smoking is not permitted on board, but all tours make frequent stops.
  2. In the interest of safety we ask that no hot food or hot drinks are carried on board the coach.

Passports, Visas & Personal Insurance

  1. A Passport valid for all countries to be visited must be carried and you must ascertain from your Travel Agent what visas are required.
  2. It is the responsibility of all passengers, regardless of nationality and destination to check with the consulate of the country they are visiting for current entry requirements.
  3. We do not offer Travel Insurance but would strongly recommend that you purchase a comprehensive Travel Insurance Policy prior to departure.

Special Requirements

  1. At Golden Tours we do our best to give all our customers full care and attention, but we do need to know at the time of booking if there are any special needs or requirements. It is particularly important that we are advised of any disabilities and also if you intend to bring any specialist equipment such as a wheelchair with you. If you have a medical condition, please consult your Doctor if you are in doubt about your suitability to travel.
  2. At Golden Tours our policy is to maintain and improve the current standards of accessibility to our services for people with disabilities or whose mobility is impaired. We take into account the provisions set out in the Equality Act 2010 and whilst we encourage third party venues, and industry partners to adopt such measures we are unable to guarantee their standard of compliance.


  1. On overnight tours an allowance of one suitcase, not exceeding 44lb in weight and dimensions of 30 x 17 x 10in (20kg and 77 x 44 x 26cm) is permitted together, with a small carry on.
  2. Any items left on the coach or vehicle, are left at the owner’s risk. Golden Tours will take no responsibility for loss or damage to these items.

Tour Information

  1. Whilst touring, please note that seats are on first come first served basis.
  2. We may, at our discretion, require any person to withdraw from any tour, if we deem their acts or conduct offensive, or a nuisance to other passengers, and we shall have no further liability.
  3. We reserve the right to cancel any tours due to lack of demand and also to use vehicles as dictated by demand. We also reserve the right to alter at any time any price, place visited, itinerary or hotel owing to unforeseen circumstances. Every endeavour will be made to advise passengers in advance of any alterations that are deemed necessary.
  4. In the event of any passenger not being carried for any cause whatsoever, no liability will be accepted by the operators beyond the refund of the fares.
  5. Should the passenger fail to arrive or arrive late at the starting point or during the tour, then no liability can be accepted.

Walking Tours

  1. All walking tours are subject to availability.
  2. Free walking tours must be pre-booked and vouchers redeemed for use within 72 hours of coach tour. If walking tour is unavailable, no refund will be made.

Third Party Products

  1. Golden Tours provides you with this booking platform, so that you can get in direct contact with the service provider and make a booking.
  2. The contract relating to the service booked is directly between you and the supplier of the service.
  3. Golden Tours is not a contractual partner for the booked service. You will be subject to the supplier’s terms and conditions, Golden Tours acts as an agent for the supplier of the activity. For further details please contact us.

Special Offers

  1. All offers displayed on the website can only be booked online.
  2. Free walking tours must be redeemed on the day of your tour and must be used within 7 days after your tour date.

Golden Tours Gift Certificates

  1. All gift certificates are non-refundable, non-transferable and cannot be exchanged for cash or used for the purchase of gift vouchers.
  2. Gift certificates can only be redeemed online (subject to availability).
  3. Gift certificates are valid for 12 months from date of issue.

Accident Or Loss

  1. We have no liability for loss, damage, delay, inconvenience, or direct or consequential loss, however caused, unless due to our employees negligence, in which case our liability is limited (except for death or personal injury) to a maximum of the refund of the tour cost.
  2. We do not own or manage the train, ships, vehicles, accommodation and restaurants used and we have no liability for loss or damage caused by the proprietors or operators thereof.

General Conditions

  1. No agent or proprietor of ours can vary our conditions and any such purported variation shall be of no effect unless it has been signed by one of our Directors.
  2. All matters concerning this booking shall be subject to English Law. If you have comments about your sightseeing tour, you should make them to the company. Golden Tours Limited, 4 Fountain Square, 123-151 Buckingham Palace Road, London SW1W 9SH, and if you are dissatisfied with the response you may write to Visit London, 2 More London Riverside, London SW1 2RR


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Gray Line London
4 Fountain Square
123-151 Buckingham Palace Road
United Kingdom


+44 2072337030


[email protected]