Frequently Asked Questions

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In most cases you can cancel your booking and get a full refund. For a full refund, you must cancel at least 24 hours before the tour/activity start time. However, please check the "Cancellation & complaints policy” section of your tour/activity for the detailed policy for your specific tour/activity.

Need to add a traveler, change the date, or make another adjustment? Not a problem! In most cases, you can change your booking up to 24 hours before the tour/activity start time. However, please check the “Cancellation & complaints policy” section of your tour/activity for the detailed policy for your specific tour.

Please contact us giving details of your tour/activity and the missing items. We will then deliver them to you. In some circumstances a charge may be applicable.

We will provide You with a car seat upon request with no extra charges. Just ask for the seat when booking.

It is always possible to take a small purse or backpack on a tour. In the event that it is necessary to transport a larger amount of luggage for you, please contact Cracow City Breakers when making a reservation, as some museums impose restrictions on tourists in this regard (e.g. in the case of the Auschwitz-Birkenau Museum and Wieliczka Salt Mine, the maximum dimensions of the bag or a backpack that can be brought into the museum is 30x20x10 cm).

Our tours can be attended by people with physical or intellectual disabilities, provided that they are accompanied by a guardian who can ensure their comfort and safety during the visit. However, we would like to inform you that not all the museums visited on our tours are accessible.

If you want to purchase a ticket for a person with a disability, please contact us at the e-mail address office@cracowcitybreakers.pl or by phone: +48 500 260 265. In some museums, it is also possible to visit according to an individual program. Detailed information can be obtained by contacting us.

During each of our tour, you are under the care of Cracow City Breakers professional guide. However, if it happens that for some reason you disconnect from the group, please contact us immediately by calling +48 500 260 265 or by email office@cracowcitybreakers.pl. We will provide you with instructions on how to proceed.

Cracow City Breakers uses three different cancellation policies, depending on the specific tour/ activity you choose. Please be sure to verify which one is applicable to your chosen tour/activity prior to confirming your booking. This information can be found on every tour/activity we offer under the “Cancellation & complaints policy” section.

Cancellation policy – “Free cancellation”:

  • Free cancellation up to 24 hours before the tour starts.
  • If you cancel less than 24 hours before the tour/activity start time, the amount you paid will not be refunded. Any changes made less than 24 hours before the tour/activity start time will not be accepted.

Cancellation policy - "Cancellation fee" - our non-standard cancellation policy for Auschwitz-Birkenau tours:

  • Up to 24 hours before the tour starts: we charge a handling fee equal to the price of the museum entrance ticket: 90 PLN p.p. / 20 EUR p.p.
  • Less than 24 hours before the tour: paid amount is non-refundable.

Cancellation policy – "Strict”:

  • For a full refund, you must cancel at least 7 full days before the tour/activity start time.
  • Any changes made less than 3 full days before the tour/activity start time will not be accepted.
  • For a 50% refund, you must cancel 3-6 full days before tour/activitystart time.
  • If you cancel less than 2 full days before the tour/activity start time, the amount you paid will not be refunded.

You have the right to make a complaint, which must include details that enable you to be identified and details of the tour/activity in which you have taken part, the subject of the complaint, an indication of non-compliance and a statement of the demands. Furthermore, the complaint must be submitted no later than 7 days after the tour ends. Should a complaint be lodged after the deadline, Cracow City Breakers may consider it to be ineffective. Please send your complaint regarding the tour to the following email address:. A response to a properly submitted complaint will be provided no later than 7 days from the date of submission.

We do everything we can to make you feel safe! Your safety is our priority, so we have implemented the following health and safety measures to make you feel comfortable and safe while touring with us:

  • All Cracow City Breakers tours take place in accordance with current local rules and restrictions and the regulations of each venue.
  • Our drivers and tour guides wear protective masks (masks are changed every 4 hours).
  • We run regular temperature checks for employees.
  • We request that all passengers travel in masks (this gear should be owned by you, we recommend replacing masks every 4 hours).
  • Common areas in vehicles (door handles, handles, tables) are disinfected before and after each trip.
  • Certified antibacterial hand disinfectant is available at every entrance to the vehicle.
  • Our buses have air ventilation and air conditioning in open system.
  • Toilets on the bus are closed for the time of the pandemic.

If you are unable to find the answer you need in our customer help center, please feel free to call one of our travel experts. We can be reached from 8:00 am to 8:00 pm, seven days a week:

+48 500 260 265