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SideStory FAQs

Updated: September 2017

What is a SideStory experience?

A SideStory Experience is more than a walking tour – it is an itinerary crafted and led by an expert. SideStory Experiences differ from normal city tours because the itineraries are carefully put together by our Insiders – the most knowledgeable and connected locals.

How do you choose your Insiders?

We choose Insiders based on three criteria:

  1. Level of expertise → we only work with leading experts and thought leaders in each city. We find the bright stars who deliver the best experiences, cross-referencing recommendations and trialling the Insiders to make sure they are the best.
  2. Friendly and approachable character → Experiences are fun and informative! Our Insiders are wonderful people who are easy to connect with.
  3. Availability → We work with experts and their calendars can get hectic. For this reason, we do our best to choose insiders who can be available as frequently as possible to host Experiences.

How and where do I/we meet the Insider?

After payment is received, we will send you an email containing all the details you need for your Experience, including the date, time, meeting place, Insider contact details and the best way to reach the meeting location.

Are all Experiences walkable? If not, are travel expenses included?

Most of our Experiences are walkable, but on occasion, public transport or a taxi might be used to travel between locations. For each Experience, we will notify you if there are travel expenses not included in the fee.

Will there be disabled access/facilities?

This will depend on the Experience and the venues you visit, so please make us aware of your access or facilities needs before making a payment, and we will make the necessary arrangements wherever possible.

How long is each Experience?

Typically, our Experiences last 2 or 3 hours, with some lasting a full day, around 6 hours.

If I would like to add more people to the group than is stated on the Experience page, can I?

We’re happy to accommodate larger groups and discuss your requirements wherever possible, but we do have different rates for larger numbers and bespoke Experiences. Some Insiders require small groups to create a powerful experience. Let us know about your group at reservations@sidestory.co and we’ll work through the details.

If I am a solo traveller, will SideStory partner me up with other people who have expressed an interest in the same Experience?

At this stage, we only offer private Experiences but are looking to expand to mixed-group experiences in the near future.

Can I bring children?

All of our Experiences are appropriate for children over 16, but you can browse our particularly family-friendly Experiences here. For children under 16 or with special requirements, please get in touch with us and we will be happy to help you choose the best Experience for your needs. Please note: we do not offer discounted rates for children.

Can I bring pets?

No. Unfortunately, your furry friends cannot join you on an Experience, unless they are of course guide dogs. Please let us know about this at the time of booking, and we’ll double-check all the arrangements.

Can I film/photograph the Experience?

Yes, you can. We positively encourage it! Please tag us @SideStoryTravel on any and all social media channels.

Do you sell Experience vouchers?

Yes, we would be very happy to arrange these for you. Please contact our team at reservations@sidestory.co or call us on +44 (0)20 3432 8187 – we’ll take care of the details and can even post you or your friend our beautiful card voucher.

Alternatively, you can use our ‘Buy as a gift’ link to purchase a SideStory Experience as a voucher. Once the payment is complete, the SideStory team will be in touch with you to determine whether you’d like to receive a paper voucher as well.

If I cannot attend the Experience, can I transfer it to someone else?

Please contact one of our team on +44 (0)20 3432 8187 or at reservations@sidestory.co and we will review whether this can be arranged.

Can I pay on arrival?

No. Unfortunately, we do not accept cash. All Experiences need to be paid for in advance in accordance with our Terms of Service. We accept PayPal and all other major credit cards.

Are Experiences weather-dependent?

Unless otherwise notified, all Experiences will take place rain or shine, so please bring the appropriate attire.

What if I have to cancel?

While we sincerely hope that you won’t need to cancel, we do know these things happen, so our cancellation policy is as follows:

Cancellations made 14 days in advance are subject to a refund, less a 10% service fee. Cancellations made between 7 and 14 days in advance of a scheduled Experience are subject to a refund, less a 30% service fee. Cancellations made less than 7 days in advance of a scheduled Experience are not refundable, and can only be arranged by calling us on +44 (0)20 3432 8187.

Can I reschedule my Experience?

If the date booked is no longer suitable, you can reschedule your Experience up to 7 days in advance of the date. Any less than 7 days before will be considered a cancellation, and you will forfeit the full cost of the Experience.

What if an Insider cancels?

Subject to our Refund Policy, if the Insider cancels an Experience less than 24 hours before the scheduled start, and the alternative dates presented are not acceptable, you will be entitled to a full refund.

Please note that cancellations could also occur due to outside factors beyond the Insider’s and SideStory’s reasonable control, such as extreme weather, strikes, and civil disruption, which would also entitle you to a full refund.

Does the Experience include an insurance policy?

SideStory and the Insider do not offer insurance coverage of any kind for our Experiences, nor are we liable for any loss, damage or expenses. Please see our Terms of Service for further details. We recommend that all our guests take out any necessary insurance with their own specialist travel provider.

Why should I subscribe to SideStory?

Subscribing to our newsletter will keep you up to date with all that’s happening at SideStory: new Insiders, new Experiences, Q&A’s, articles, and fun news and press. We cover stories about interesting creative initiatives in the Cities where we are based.

What if I want to voice a complaint?

In the event of you wanting to alert us to an issue, please contact us on +44 (0)20 3432 8187 or at reservations@sidestory.co.