Terms & Conditions

KrakowGo operated by MK Services Marcin Kolebuk

§ 1 Terms of Use

The following regulations are valid for all tourist services and events provided by the Organiser, bought by the Tourist through the Website, or directly through the Organiser.

§ 2 List of Abbreviations and Definitions

The following terms are defined as such in the Regulations:

  1. Organiser – MK Services Marcin Kolebuk, address ul. Ogrody 16/20, 32-050 Skawina, Lesser Poland (Małopolskie) voivodeship, Poland, NIP: 6792808317, REGON: 545680174, registered in the Central Register and Information on Economic Activity (CEIDG).
  2. KrakowGo – trademark/brand name belonging to the Organiser with which it provides tourist services and events.
  3. Regular event – a tourist event that is a part of the Organiser's standard offer.
  4. Private event – a tourist event that is organized at the special request of the Tourist.
  5. Voucher/Ticket – an electronic document issued by the Organiser that confirms the reservation and payment of the trip purchased by the Tourist.
  6. Confirmation of reservation – the form sent to the Tourist by the Organiser via email if the Tourist makes a reservation to take part in a tourist event organized by the Organiser.
  7. Tourist/Client – each person that reserves and/or who is a recipient of the services of KrakowGo.
  8. Website – www.krakowgo.com, which displays the offer of events and allows the user to register for events.
  9. The Tour Guide – a person chosen by the Organiser who is supervising the trip schedule, especially taking care of its quality.
  10. Tourist Service/Transportation Service – services offered to travelers, activities that are aimed at satisfying the material and intangible tourist needs of Clients.

§ 3 Reservations

  1. Reservations may be made:
    • by the reservation form available on the Website, by telephone, or by email.
    • by the payment form available via the Website.
  2. When making a reservation the Tourist is required to provide the following contact information: name, surname, telephone number, email, and accommodation location during their stay in Poland.
  3. Proof of reservation and payment for the service is a printable electronic proof of reservation sent to the Tourist by the Organiser via email after the Tourist makes the reservation.
  4. The Tourist is obliged to check if the information on the proof of reservation or ticket/voucher is correct.
  5. A Tourist who does not possess an identity document matching the name on the ticket/voucher or proof of reservation will not be able to participate in the tourist event. The surname and name on the identity document are the most essential elements of identification.
  6. A Tourist whose ticket/voucher or proof of reservation has not been fully paid is required to pay the remaining fee for the event to the tourist event Guide. Failure to pay the remainder of the fee is grounds for the Organiser to break the contract with the Tourist with the fault of the latter, without providing another deadline to pay the remaining fee. A Tourist who has not paid the full fee will not be allowed to participate in the tourist event.
  7. Children up to 5 years old travel free of charge under the care of a parent or guardian. As a child occupies a seat (including a car seat, where applicable), they must be declared and counted as one participant in the reservation, on the same basis as any other Tourist, for the purposes of group size and vehicle capacity.

§ 4 Terms of Payment

  1. In the event that a reservation is made by phone or email, the form of payment and pay-by date for the tourist event will be decided upon individually and confirmed via email or another mode agreed upon by both Parties.
  2. In the event that a reservation is made through the Website, the Tourist pays 100% of the price of the service through the online payment system.

§ 5 Cancellation of the Service

  1. Cancellation and refund terms for each tourist event are set out on the relevant product/tour page at the time of booking, and those terms take precedence over the general rule in point 2 below.
  2. As a general rule, unless stated otherwise on the relevant product page, the Tourist may cancel a paid reservation with a full refund up until 24 hours before the scheduled start of the tourist event. Cancellations made less than 24 hours before the scheduled start of the tourist event are not eligible for a refund.
  3. In the cases specified by the Tourist Services Act (Journal of Laws 2004 No. 223, item 2268, as amended), the Organiser has the right to change the price of the tourist event if it documents the reasons specified in the Act for raising the price.
  4. The terms above do not apply to the Auschwitz-Birkenau Memorial & Museum Guided Tour (if/when offered by KrakowGo). Due to Auschwitz-Birkenau Memorial and Museum regulations, the Organiser requires 10 days' notice before the tour takes place to change or cancel a reservation. If changes or cancellations are made by the Client after that time, the Organiser reserves the right to charge a fee of 50% of the Auschwitz ticket price.

§ 6 The Realization of the Tourist Event

  1. In the case of tourist events in which the Tourist is to be picked up from a given location, the Tourist should wait for the vehicle in front of the building at the time specified in the reservation. The Organiser asks the Tourist to consider the possibility of a 15-minute delay if there is heavy traffic.
  2. In the case of tourist events which have a pick-up location specified by the Organiser, the Tourist should wait at the location specified by the Organiser.
  3. If the Tourist does not show up at the specified location, the driver/Guide will try to determine the whereabouts of the Tourist. If the whereabouts of the Tourist are unknown and the schedule of the event does not allow for further delays, the driver/Guide has the right to leave the pick-up point or start the tour with the rest of the group; in this case the Tourist is liable for the costs associated with this situation, and the Organiser is entitled to immediately terminate the contract with the Tourist, with the fault lying with the latter.
  4. The Tourist is required to show the driver/Guide the ticket/voucher or printed electronic proof of reservation entitling him or her to participate in the tourist event.
  5. The driver/Guide has the right to refuse entry or further participation to persons under the influence of alcohol or narcotics, or behaving in a manner threatening to other Tourists taking part in the tourist event. In this case the Tourist is not entitled to reimbursement for the unused ticket.
  6. Throughout the tour, the Tourist is a member of a larger group, which requires him or her to stay with the group, abide by the guidelines given by the Guide, and respect the program and meeting times of the tour. Tourists who willingly separate from the group or do not arrive punctually at meeting points will face the consequences stipulated in § 6 point 3.
  7. The Tourist is financially responsible for any actions that lead to damage to the vehicle in which he or she is travelling or harm to other participants in the tour.

§ 7 Acts of God / Force Majeure

  1. The Organiser is not liable for delays, changes in the tour program, or cancellation of a tourist event that is the fault of the Tourist or due to force majeure, on the basis of the Tourist Services Act (Journal of Laws 2004 No. 223, item 2268, as amended).
  2. In the event of unforeseen circumstances constituting force majeure, the Organiser is required to provide Tourists with complete information and be as helpful as possible in order to minimize the consequences of the situation.
  3. The Organiser limits its liability for lack of or poor provision of services during the tourist event to double the amount paid by the Client for the tourist event, on the basis of the applicable Tourist Services Act and in situations foreseen by the Act. This limitation of liability does not apply to damages caused to a person.

§ 8 Complaints & Reimbursements

  1. The Tourist has the right to file a complaint that may be submitted and considered on the basis of the Tourist Services Act (Journal of Laws 2004 No. 223, item 2268, as amended). Complaints may be submitted to the following email address: office.krakowgo@gmail.com
  2. If during the tourist event the Tourist finds that the contract has not been properly executed, he or she should immediately inform the tour Guide, or in his or her absence, the driver or the Organiser. If this is not possible, the Tourist is obliged to inform the Organiser no more than 7 days after the end of the tourist event.
  3. Independently of point 2, the Tourist may file a complaint with the Organiser pointing to an infringement in the delivery of the contract, no later than 30 days after the end of the tourist event.
  4. The Tourist may file a complaint in writing, via email to office.krakowgo@gmail.com, indicating the fault in the realisation of the tourist event, along with the date, location, and a detailed description.
  5. The Organiser will deal with the complaint within 30 days of its submission, and in the case of complaints filed during a tourist event, within 30 days after the end of the tourist event.
  6. If a complaint is not upheld, it will be dismissed and the Tourist will be informed of this decision and the reasons for its refusal.

§ 9 Personal Information

  1. The administrator of personal information provided by the Tourist when making a reservation is the Organiser – MK Services Marcin Kolebuk. Full details of how personal data is processed are set out in our Privacy Policy.
  2. The Tourist is entitled to access his or her personal information and has the right to correct it. The Tourist may at any time withdraw consent to the use of personal information for marketing purposes, as well as opt out of receiving marketing communications via email, by submitting a request via email to office.krakowgo@gmail.com
  3. Clients' personal information may be used only for contact purposes regarding the tourist event.
  4. Clients' personal information (name, surname, telephone number, email address) may be shared with cooperating companies and subcontractors only for the purpose of organising a regular or private event — including reservation of transportation, tickets, or other services requiring client identification.

§ 10 Contract Changes / Cancellation of a Tourist Event

  1. If the Organiser is forced, before the start of the tourist event and for reasons beyond his control, to change essential terms of the contract, he must inform the Tourist immediately.
  2. In such a case, the Tourist should immediately — but no more than 3 days, or no later than 24 hours before the start of the tourist event — inform the Organiser whether:
    • he or she accepts the proposed changes to the contract, or
    • he or she rejects the contract, with the immediate return of all proof of reservation or payment and without the Organiser incurring responsibility for costs.
    No response from the Client within the specified time limit is treated as acceptance of the changes to the contract.
  3. The Organiser retains the right to cancel a tourist event no less than 7 days before the start of the event if there is an insufficient number of tourists needed to organise the event, or due to force majeure — in which case the Organiser must immediately inform the Tourist.
  4. On the basis of the Tourist Services Act (Journal of Laws 2004 No. 223, item 2268, as amended), the Tourist does not retain the right to demand compensation from the Organiser for not following through with the contract in the case that the Organiser cancels the tourist event due to force majeure or an insufficient number of participants.

§ 11 Final Declarations

  1. All relations between the Tourist and the Organiser are governed by Polish law.
  2. The Regulations are available to Tourists on the Website.
  3. The Regulations are in force from 14/09/2026.