Terms & Conditions

Krakow Unlocked — Unlocked Events Feliks Lewandowski-Fraser Parkowa 60, 32-010 Krzysztoforzyce, Poland

Last updated: November 2026

1. About Us

1.1 Krakow Unlocked is a trading name of Unlocked Events Feliks Lewandowski-Fraser, a business registered in Poland. These Terms & Conditions apply to all bookings made through krakowunlocked.com.

1.2 We sell guided tours, day trips, activities and themed experiences in and around Krakow. Every experience is provided by independent partners, such as drivers, guides, activity operators, attractions and partner venues. We arrange and confirm your booking with them.

1.3 By completing a booking, you agree to these Terms & Conditions on behalf of yourself and all members of your group.

2. Bookings & Payment

2.1 A booking is confirmed when we receive full payment. You will receive a confirmation email straight away.

2.2 Some experiences are booked by request. For these, your booking is confirmed only when we confirm availability to you and, where payment is requested, when we receive it.

2.3 Prices are per person unless stated otherwise. Tiered pricing may apply depending on group size. The rate that applies is shown clearly at checkout.

2.4 Our prices are set in Polish zloty (PLN). You can also pay in euros (EUR), British pounds (GBP) or US dollars (USD) by choosing your currency before checkout. Prices in these currencies are converted from the PLN price using the average exchange rate published by the National Bank of Poland (NBP), with no margin added by us. Rates are updated regularly, so they may differ slightly from the live market rate. The amount shown at checkout in your chosen currency is the amount you pay. Your bank or card provider may charge its own fees or apply its own exchange rate.

2.5 Please book at least 2 days in advance. If an experience has a different notice period, it is shown on its page. Your booking is for the date, time and number of guests you choose at checkout.

2.6 By booking, you confirm that all information you give us is accurate, including guest numbers, children in your group, dietary requirements and health conditions.

3. Cancellations & Refunds

3.1 Cancellations by You

All cancellation requests must be sent by email to booking@krakowunlocked.com. Cancellations made verbally or through third parties are not accepted.

At least 24 hours before your booking time: full refund, no questions asked.
Less than 24 hours before your booking time: no refund will be issued.
If you do not attend (no-show): no refund will be issued.

Your booking time is the start time shown in your booking. For experiences with hotel pickup, it is the start of your pickup window.

3.2 Refunds are paid to the payment method used for the booking.

3.3 Our experiences are leisure services booked for a specific date and time. For this reason, the statutory 14-day right of withdrawal for distance contracts does not apply (Article 38(12) of the Polish Consumer Rights Act), and the cancellation policy above applies instead.

3.4 Cancellations by Us

In the unlikely event that Krakow Unlocked must cancel a booking, for example because a supplier or venue is unavailable or due to force majeure, we will offer either:

a full reschedule to an alternative date, or
a full refund of all payments made to us.

4. Changes

4.1 Changes by You

All requests to change a booking (date, time or number of guests) must be sent to us by email at booking@krakowunlocked.com, not to the supplier or venue. Changes are subject to availability, and the same 24-hour deadline as for cancellations applies. Arrangements made directly with a supplier or venue may incur additional costs, which are the customer’s responsibility.

4.2 Changes by Us

We will use reasonable efforts to run every experience as advertised. However, changes may be necessary due to weather, supplier availability, seasonal ingredients or other circumstances beyond our control.

Minor changes (individual menu items, the table or seating area, the vehicle or guide, the order of activities, timings within your booked slot) may be made without refund or compensation.

Major changes (the type of experience, the main destination or venue, or the date) will be communicated as soon as possible. You may then:

accept the revised arrangements,
choose an alternative of equivalent value (if available), or
cancel the affected part of your booking and receive a refund for that part.

5. Participation, Health & Insurance

5.1 Taking part is at your own risk. Suppliers and venues set their own safety rules, briefings and waivers, which you must follow, and may ask you to sign a form on the day.

5.2 Dietary requirements. For our themed afternoon tea and brunch experiences, vegetarian options are available if you tell us when you book. We cannot currently offer vegan, gluten-free or dairy-free menus. For other experiences, please check the listing or ask us before you book.

5.3 Allergies. Food and drink served on our experiences is prepared by our partner venues and suppliers and may contain, or come into contact with, common allergens such as gluten, dairy, nuts and eggs. We cannot guarantee that any item is free from allergens. If you have an allergy or intolerance, please tell us when you book and tell venue staff on arrival. Some experiences include hands-on elements involving herbs, botanicals or other ingredients, which may not be suitable for guests with allergies.

5.4 Alcohol. Alcohol is served only to guests aged 18 or over, and some experiences are for guests aged 18 or over only, as stated on the listing. A non-alcoholic alternative is available where the listing says so. Guests must not take part under the influence of alcohol, drugs or any other substances, and the supplier or venue may refuse service or participation without refund.

5.5 Children. Age limits are shown on each listing. Where children can take part, please include them in your guest count when you book. Children must be accompanied and supervised by an adult at all times.

5.6 Health and access. Please tell us when you book about any medical conditions, disabilities, mobility needs or other factors that may affect your experience, so we can check with the supplier. Some experiences involve walking, stairs, uneven ground, long journeys or cold weather, and some venues are in historic buildings with limited step-free access. Failure to disclose relevant information may result in exclusion without refund.

5.7 Activities involving vehicles or equipment, such as snowmobiles, quad bikes or shooting, carry additional risk. You must follow the supplier’s instructions, and the supplier may refuse participation without refund if, in its opinion, you are not fit or able to take part safely.

5.8 Where an experience description states an age, health, ID or eligibility requirement, it applies to your booking. Where a listing says ID is required, every guest must bring a valid passport or photo ID. Failure to meet a requirement may result in exclusion without refund.

5.9 We strongly recommend that you take out travel insurance covering cancellation, medical expenses and personal injury.

6. Customer Responsibilities

6.1 Give accurate information when you book, including guest numbers, children, dietary requirements and any relevant health conditions.

6.2 Arrive on time at the meeting point, pickup point or venue for your booked time. For hotel pickups, be ready from the start of your pickup window. Late arrivals may have a shortened experience, or lose their booking, without refund. If you are running late or cannot find us, contact us on WhatsApp at +48 731 143 959.

6.3 Follow the rules of the supplier or venue and the instructions of guides, drivers, venue staff and Krakow Unlocked. Failure to do so may result in exclusion without refund.

6.4 Treat staff, guides and other guests with respect. We and the supplier may remove any guest whose behaviour is disruptive or unsafe, without refund.

6.5 You are responsible for any damage to the property of a supplier or venue caused by you or your group.

7. Our Role, Responsibilities & Liability

7.1 Our role. We are a booking intermediary. Every experience we sell is provided by independent partners and suppliers (together, our “partners”), such as drivers, guides, activity operators, attractions and ticket providers (for example thermal baths, cable cars and funiculars) and partner venues. We do not own or operate our partners’ vehicles, equipment, venues or premises, and we do not employ their drivers, guides, instructors or staff.

7.2 Our partners are responsible for their services. Each partner is responsible for delivering its own service and for the safety of everyone taking part, including its vehicles, equipment, staff, premises, licences, permits and insurance. You use each partner’s service under that partner’s own terms, safety rules and waivers. This applies to every part of an experience, including transport, entry to attractions, activities, and food and drink.

7.3 Claims about partners. We are not responsible for the acts, omissions, failures, delays or standards of our partners. A claim about how a partner delivered its service, including injury, illness, loss, damage, delay or a change to the itinerary while you are in a partner’s care or on its vehicles or premises, should be made to that partner in the first place. We will help you contact the partner and pass on the details.

7.4 What we are responsible for. Our responsibility is limited to arranging your booking with reasonable care and skill: taking your booking and payment, confirming it with the partner, and sending you accurate booking information. We are liable only where a loss is directly caused by our own negligence.

7.5 We accept no liability or responsibility where a failure is due to:

circumstances caused by you or your group,
the acts or omissions of a partner or any other third party, or
events beyond our reasonable control (including strikes, transport delays, traffic, closures, weather or force majeure).

7.6 Death or personal injury. We are liable for death or personal injury only where it is directly caused by our own negligence. We are not liable where it is caused by a partner or any other third party.

7.7 Except in cases of death or personal injury caused by our own negligence, and any other liability that cannot be limited by law, our total liability is limited to the amount you paid for the booking in question.

7.8 Nothing in these Terms limits or excludes your statutory rights as a consumer, or any liability that cannot be limited or excluded by law.

8. Force Majeure

8.1 Krakow Unlocked is not liable for failure or delay caused by events beyond our reasonable control (“Force Majeure Events”).

8.2 Such events include, but are not limited to: natural disasters, pandemics, acts of war or terrorism, civil unrest, government restrictions, strikes, transport disruption, and supplier or venue closure.

8.3 In such cases, we may modify, postpone or cancel bookings. Where no suitable alternative can be arranged, we will offer a reschedule, a credit voucher equal to the booking value valid for 12 months, or a refund.

9. Marketing & Photography

9.1 Krakow Unlocked and our suppliers and partner venues may take photographs or video footage during experiences for promotional purposes.

9.2 By taking part, you allow us to use this material in our marketing, including on our website and social media, without compensation.

9.3 To opt out, please tell us in writing before your booking date, or tell your guide, host or venue staff on the day. You can also withdraw your permission for future use at any time by emailing info@krakowunlocked.com.

9.4 Any personal data in this material is handled as described in our Privacy Statement.

10. Complaints

10.1 If something is not right during your experience, please tell your guide, venue staff or us straight away so we can try to put it right on the day.

10.2 If you are still unhappy, contact us at info@krakowunlocked.com or on WhatsApp at +48 731 143 959 and we will respond as soon as we can.

11. Governing Law & Jurisdiction

These Terms & Conditions are governed by the laws of Poland. Any disputes fall under the exclusive jurisdiction of the courts of Krakow, Poland. This does not affect any mandatory rights you have as a consumer under the law of your country of residence.

For any questions about these Terms & Conditions, please contact us at info@krakowunlocked.com or via WhatsApp on +48 731 143 959.