Company Policies
Please email reservations@atypicaltours.com with any questions or clarifications - we will try and work with any good faith extenuating circumstances.
Sorry if there’s harsh language at times - it’s for clarity sake, not because we are being mean :)
RESCHEDULING OR CANCELLING
What if I need to reschedule my tour?
We will happily reschedule you to another date of you choosing - assuming there’s availability - at no additional cost. We can also reschedule you for another type of tour if you would like to take a different one than what you are signed up for. If there is a price difference between tours, it will be made up by either partial refund or additional invoice to the guest, depending on the remaining balance.
Rescheduling requests must be made and completed BEFORE the tour begins. Please allow 24 hours to complete rescheduling requests. All rescheduling requests should be directed at reservations@atypicaltours.com with the current as well as desired tour information.
If no rescheduling options exist, the guest will be issued a 50% refund.
What if I want to cancel because of the weather?
If you don’t want to go out in the rain or cold (or other weather that may arise), please let us know BEFORE THE TOUR and we will work with you to reschedule your tour (or a similar one) the best we can. If you can’t make another pre-scheduled tour, or choose to not be rescheduled because of the weather, you will be issued a 50% refund.
If the weather is deemed to be dangerous, we will cancel the tour and grant everyone a 100% refund. This decision will commonly be made TWO HOURS before the start of the tour and guests will be notified by email and/or text. It is also possible the decision may be made immediately before the tour begins as well - depending on the circumstances.
What if I want to cancel my tour for other reasons?
Please email reservations@atypicaltours.com and we will judge it on a case-by-case basis. No refund is guaranteed, but we will try and be sympathetic.
LATE OR NO SHOWS
What if I’m late to the tour?
We start our tours on time - regardless if you’re there or not. But it can be difficult to get around in NYC, so we understand if you’re running late.
If you are late, please text us at (917) 397-0198 as soon as possible. We can provide directions to where we will be. If you are be more than 20 minutes late to the tour (and haven’t told us beforehand), we may not respond to texts or calls - but we will still do our best. We include the first three stops for each tour in the reminder email, just in case.
You will not be compensated for lost time you missed, unfortunately. This includes private tours.
What if my tour guide doesn’t show up?
There are lots of reasons to be late in New York. Please contact your guide via text and be patient. If your tour guide is more than 20 minutes late without any form of contact, you will be awarded a full refund AND rescheduling to another tour, if so desired.
If the guide starts the tour late, they will be responsible to add additional time at the end of the tour to make up for their tardiness.
What if the tour ends early?
If you choose to leave the tour early, you will not be guaranteed any refund or rescheduling.
If you are lost on the tour, please text your guide.
If the guide ends the tour more than 15 minutes early (usually because of weather), guests will be granted a 50% refund.
What if I ‘no-show, no-contact’ for the tour?
You are not guaranteed any refund or rescheduling. We may do the best we can to reschedule you, but you have forfeited the right to a refund and we can’t promise a space on another tour. If you contact us AFTER or DURING the run of the tour, you are considered a ‘no-show, no contact’ and this rule applies.
So please, contact us as soon as possible to avoid
this awkwardness.
DISRUPTIONS
What if someone says something offensive on the tour?
If a guest on the tour says something widely agreed to be an overtly offensive comment (or action) with willful intent to hurt someone or a group of people, their entire tour party will be asked to leave immediately without refund or ability to reschedule. This includes but not limited to: racist, sexist, homophobic, transphobic, shaming, or otherwise hurtful comments deemed extremely inappropriate at the time.
If you harbor any of these types of beliefs yourself, you should take a tour from another company.
What if someone is disruptive?
Pleasant banter, jokes, observations, etc. are welcomed. Most tours are casual and not one-sided. Please avoid interrupting the guide in the middle of talking, but we welcome questions or other friendly interactions.
If a guest is continually disruptive and affecting the group dynamic in a negative way, we will do our best to politely ask them to stop. In extreme cases, we may ask the guest (and, if necessary, their entire tour party) to leave - but only after several requests to stop the behavior. This is extraordinarily rare, but you are responsible for changing your behavior if requested by the tour guide to stop. If you don’t, it is the tour guide’s discretion when to ask you to leave the tour. If asked to leave, there will be no refund or rescheduling.
What if I feel threatened by someone on (or off) the tour?
Please inform your guide of anyone on (or off) the tour making you uncomfortable. We take all threats seriously and will work with you confidentially to ensure your safety and comfort.
What if I’m unsatisfied with the tour?
We are confident you won’t be! Throughout my years as a tour guide, I’ve had little to no complaints. That said, if you truly feel you didn’t receive your money’s worth on the tour, please email reservations@atypicaltours.com with your specific complaints and we will start a dialogue from there.