GUEST TERMS AND CONDITIONS

TripConsul Ltd, trading as City Unscripted, (referred to herein as the “Company”, “we”, “us” or “our”) provides an online platform which connects local hosts approved by the Company (”Hosts”) with a guest of the Company (referred to herein as “Guest” or “you”) who wishes to engage a Host to deliver an authentic and immersive experience (an “Experience”).

City Unscripted offers personalized experiences beyond standard tours, pairing travellers with locals and experts for cultural immersion, culinary discoveries, lifestyle insights and unique local activities, ensuring an authentic and enriching encounter for you the Guest (the “Host Services”). The Company may sometimes provide additional booking services for Guests to make bookings with third parties (“Third Parties”) for their products and services (Booking Services), which will, where applicable, form part of the collective Services.

These terms (together with our Privacy Policy, Terms of Website Use and Website Acceptable Use Policy) give you information about us and the legal terms and conditions (“Terms”) on which we provide the Services.

Please read these Terms carefully- if something isn’t clear please do get in touch with us at

By using our website (our “Site”) you agree to be legally bound by the Terms. You acknowledge and agree that by accessing or using our Site, our Services or by downloading or posting any content from our Site you are telling us that you have read these Terms and that you understand and agree to be bound by them.

These Terms, and any Contract between us, are to be read in the English language only.

1. Information about us

1.1. We are TripConsul Ltd, a company registered in England and Wales under company number 09135893 and with our registered office at International House, 64 Nile Street, London, N1 7SR, United Kingdom. Our VAT number is 335985265. Our trading name is City Unscripted and we operate the website www.cityunscripted.com .

1.2. Contacting us:

If you wish to contact us for any reason, including because you have any complaints, you can contact us by e-mailing us at info@cityunscripted.com .

If we have to contact you or give you notice in writing, we will do so by e-mail if you have booked with an email address that works. Otherwise all notices will be posted on our Site.

2. Our Site and Our Services

2.1. You must be 18 years old or over to access or use our Site or book our Services. Anyone under the age of 18 attending an Experience must be accompanied by a paying adult.

2.2. Your use of our Site is governed by our Terms of Website Use. Please take the time to read these, as they include important terms which apply to you.

2.3. Our Site can be used by you as an online curated marketplace to connect to a Host who will provide you with the Host Services that you require. Such Host Services are listed on our Site.

2.4. Our Site can be used by you to make bookings with Third Parties for their products or services through our Booking Services. Such Booking Services are listed on our Site.

2.5. You may view our Services as an unregistered visitor to our Site, however, if you wish to book the Services you must first complete the booking form on our Site.

2.6. Unless we explicitly specify otherwise, our responsibilities are strictly limited to facilitating the availability of our Site and Services, serving as the limited payment collection agent for each Host for the purpose of accepting payments from Guests and making bookings with Third Parties on behalf of the Host or the Guest.

2.7. Our Site is intended to facilitate the meeting between you and a Host and for the Host to provide the Host Services you require. We are not responsible for and disclaim any liability for any and all Host Services or claims or complaints against a Host. All bookings for Host Services, and all interaction with Hosts are made at your own risk.

2.8. Our Hosts are not always licensed or qualified professional tour guides. They are local residents that provide experiences to travellers and guests to their location in their spare time through a peer-to-peer market place, the goal being to provide an authentic Experience.

3. Third Party Products

3.1. Our Site also provides you with access to our Booking Services, which may allow you to make a booking with a Third Party for their products or services.

3.2. When a booking is made through our Booking Services the contract formed is between you and the Third Party, we are not a contractual partner and only act as agent for the Third Party for booking purposes. Once you have made the booking you will be subject to the Third Party’s terms and conditions.

4. Bookings

4.1. The Hosts, not the Company, are solely responsible for delivering any Host Services you have booked through our Site and honouring confirmed bookings (“Bookings”).

4.2. If you enter into a transaction with a Host through booking Host Services through our Site, you agree and understand that you will be required to enter into a further agreement with the Host and you agree to accept any terms and conditions, rules and restrictions associated with the Host Services provided.

4.3. We are not a party to agreements between you and the Hosts and we disclaim all liability arising from or relating to such agreements, with the exception of our booking and payment obligations through our role as booking agents and payment collection agents with the limited purpose of accepting payments from you on behalf of the Hosts.

5. Payments

5.1. To book Services on our Site you will be asked to provide billing information including name, billing address and credit card details. You agree to pay us for any confirmed bookings made in connection with your Account by one of the methods described on our Site.

5.2. Your payment obligation is payment of the fees for the Services provided. Full payment is required at the time of booking and once these fees have been paid you have no further payment obligations. We are responsible for transferring to the Hosts the fees owed to them.

5.3. When booking Services the total fees payable (“Total Fees”) will be displayed to you on our Site before you send a booking request for Services. If a booking request is cancelled any amounts collected by us from you will be refunded to you if you meet the terms of our Cancellation Policy. During the booking process the Company will provide you with an online payment request for the Total Fees that will then be processed by our third-party payment system, which is currently Stripe. On receipt of the Total Fees we will book the Host Services for you. Once this transaction is complete we will send you a confirmation email to confirm and summarise your booking (the “Booking Confirmation”).

5.4. The Total Fees you will see includes a 10% service fee on the experience cost (the “Service Fee”). This helps us keep our platform up and running, ensuring 24/7 support for you and your host, and includes VAT (where applicable). At checkout, the Service Fee will be clearly defined. The Service Fee plays a vital role in our commitment to providing continuous, round-the-clock customer support and seamless Experiences.

6. Gift Vouchers

6.1. Purpose

Experience gift vouchers (“Vouchers”) can be purchased and will have the value paid for stated on them. The Voucher can be used to pay in full or in part for any experience or Service the Company offers.

6.2. Delivery

All gift vouchers will be delivered by email to the address provided as part of the purchase process.

6.3. Redemption

6.3.1. The value will be usable in the form of a voucher code on the payment page of the Site.
6.3.2. Should any credit remain after making a booking, the Guest will be able to use it by logging in to their MyCU account on the Site. Any credit will automatically be applied to their next booking on the payment page.
6.3.3. The actual fulfilment of the experience will be delivered by the Hosts. All Vouchers carry a unique booking reference that may be asked for when dealing with City Unscripted and its Hosts. We recommend keeping your Voucher confirmation email safe. Should it be lost please contact us at info@cityunscripted.com. We cannot accept responsibility for any loss you may incur as a result of theft, impersonation or identity fraud.
6.3.4. Experiences are subject to availability. To avoid disappointment, we recommend that you book well in advance, at least 7 days before the desired Experience date and earlier during peak periods, such as holidays or national events.

6.4. Validity and Extensions

6.4.1. All Vouchers are valid for 18 months from the date of purchase (the “Voucher Validity Period”).
6.4.2. You must have booked your Experience before the Voucher Validity Period expires. Once you have set the date on which you wish to have your Experience your Voucher will be deemed to be used.
6.4.3. Vouchers not used by the expiry of the Voucher Validity Period may only be extended with the express agreement of the Company, at its sole discretion.

6.5. Exchanges

6.5.1. It is not possible to exchange your Voucher for cash.
6.5.2. You can exchange your Voucher for certain other Experiences, however some restrictions may apply.
6.5.3. If your exchange is more expensive than your original Voucher you will be required to pay the difference.

6.6. Refunds

Refunds can be made on unused Vouchers, only to the purchaser, under the same conditions as general refunds. Refunds will only be made to the purchaser and the monies will be refunded directly to the original method of payment. Refunds will not be given on expired Vouchers.

6.7. Third parties and re-sale

6.7.1. A person who is not named on the face of the Voucher or recorded as the purchaser by the Company has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any terms and conditions of booking.
6.7.2. A Voucher that has been re-sold (for example, through internet auction sites or by any other means) without our prior consent will be considered invalid.

7. Cancellation policy and applicable refund

The terms under which a refund may or may not be given are as below:

7.1. If you cancel your requested booking for Host Services before you have received a Booking Confirmation, we will cancel any pre-authorisation of your credit card and/or refund any nominal amounts charged to your credit card in connection with the requested booking within a reasonable time, if possible.

7.2. A Full Refund will be issued if the cancellation is made within 24 hours of making a booking.

7.3. A Partial Refund will be issued if the cancellation is made more than 24 hours after booking and more than 7 days before the start of the Experience (relates to the time zone where the Experience takes place). The refund amount will be the Total Fees paid minus the Service Fee.

7.4. No Refund will be provided if the booking is cancelled less than 7 days before the start of the Experience (relates to the time zone where the Experience takes place), or if the booking was made less than 24 hours before the Experience starts.

7.5. If a Host cancels a booking after you have received a Booking Confirmation we may nominate as a suitable replacement another of the Company’s approved Hosts to provide the Host Services you requested on their behalf. If we are unable to find a suitable replacement we will refund the Total Fees to you in full.

7.6. For bookings made through our Booking Services with a Third Party the cancellation and refund policies within the Third Party’s terms and conditions will be applicable. Normally this means that no refunds are possible.

8. Cost of Services

8.1. The cost of the Services will be that quoted on our Site you make a Booking.

8.2. The cost of Services may change from time to time, but changes will not affect any existing Booking.

8.3. The cost of the Service includes VAT or the equivalent for jurisdictions outside the UK (where applicable) at the applicable current rate chargeable for the time being. However, if the rate of VAT or equivalent changes between the date of your Booking and the commencement of the Services provided to you, we will adjust the VAT you pay, unless you have already paid for the Services in full before the change in VAT takes effect.

8.4. Unless otherwise stated, prices do not include gratuities to the Hosts, food and beverages and transfers to and from locations. Tips are up to you!

8.5. All applicable discount vouchers or coupon codes apply only to the time with the Host (and their associated fees) and cannot be applied to any inclusions such as transport, food and tickets to attractions, unless otherwise specified.

9. Our liability to you

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable or for any indirect or consequential losses or damages. We do not in any way exclude or limit our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
• any breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples).

10. Events outside our control

10.1. An “Event Outside Our Control” means “Any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport”.

10.2. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by an Event Outside Our Control.

10.3. If an Event Outside Our Control takes place that affects the performance of our obligations we will contact you as soon as reasonably practicable and our obligations will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control.

10.4. You may cancel a Booking if an Event Outside Our Control takes place and you no longer wish us to provide the Services. Please see your cancellation rights under clause 7.

11.1. Our Site and any materials incorporated on to our Site including, without limitation, any text, graphics, images, artwork, illustrations, photographs, animations, music, video, audio, audio-visual works, designs, logos, software and any other content are protected by copyrights, trademarks, design rights or other proprietary rights (“Intellectual Property Rights”) owned by the Company and/or its licensors.

11.2. Your use of our Site confirms that you agree that you will not infringe any of the Intellectual Property Rights.

11.3. Your right to use our Site and any materials incorporated on to or appearing on our Site is subject to your compliance with clause 11.2. Modification or use of any material or content on our Site for any purpose not permitted by the Company may be a violation of the Intellectual Property Rights.

11.4. The material on our Site may not be copied, reproduced, re-published, uploaded, posted, transmitted, distributed or used in any way unless specifically authorised by the Company. Using any material on our Site on any other website is prohibited unless specifically authorised by the Company.

11.5. The Hosts may carry out photography and/or video recording from time to time in different locations, which may feature Guests. By accepting these Terms, you agree that the Company may use such images indefinitely in any promotional, advertising or publicity material in any format whatsoever and further you agree that all Intellectual Property Rights in these images belong to the Company.

12. Other important terms

12.1. Personal Information

12.1.1 Information about the Company’s data processing and your rights as a data subject can be found in, and we will only use your personal information in accordance with, our Privacy Policy, a copy of which can be found on our website. Please take the time to read it as it includes important terms which apply to you.

12.1.2 You consent to the Company holding and processing data relating to you as a Data Controller for legal, personnel, administrative and management purposes including in particular to the processing of any "sensitive personal data" as defined in the Data Protection Act 1998 in relation to the following:

§ information about your physical or mental health or condition in order to monitor your Experience suitability;
§ your gender, so we can ensure suitability of Hosts (for instance we won’t assign a single woman to a male host and vice versa);
§ your racial or ethnic origin or religious or similar beliefs in order to monitor our compliance with equal opportunities legislation and your Experience suitability.

12.2. Guest Information You agree to provide accurate, current and complete information during the booking process and update this regularly to ensure the information remains current. If the information provided by you is inaccurate or incomplete or if the information is not updated to ensure the information remains current we reserve the right to suspend or cancel your booking and access to our Site and Services.

12.3. Variations

i. We may revise these Terms from time to time, at our sole discretion and without prior notice, but we will use reasonable endeavours to notify you, or ensure you are made aware of them at the time.
ii. If you re-book an experience with the Company once these revisions have been made then you are indicating that you agree to be bound by the revised Terms.

12.4. Novation

We may transfer our rights and obligations under a booking for Services as set out in these Terms to another organisation, but this will not affect your rights or our obligations under these Terms.

12.5. Invalidity

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

12.6. Waiver

If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

12.7. Governing Law and Jurisdiction

These Terms shall be governed by and construed in all respects in accordance with the laws of England and Wales. This means a booking for Services through our Site and any dispute or claim arising out of or in connection with it will be governed by English law. You agree with us that we shall submit to the exclusive jurisdiction of the English Courts to settle any disputes which may arise out of or in connection with these Terms.