Updated: June 2017
What is a SideStory experience?
A SideStory experience is more than a walking tour – it is an itinerary crafted and led by a London expert. Experiences differ from normal city tours because the itineraries are carefully put together by our Insiders – the most knowledgeable and connected Londoners.
What happens after I check availability for an experience?
A member of our team will be in touch with you via email within 48 hours to confirm your preferred start time and confirm Insider availability. Keep an eye on your inbox for an email from us.
How do you choose your Insiders?
We choose Insiders based on three main criteria:
- The level of expertise → we only work with thought leaders and true creatives in London. The best and brightest in the arts come to and are referred to us.
- Friendly and approachable character → Experiences are fun and informative! Our Insiders are wonderful people who are easy to connect with.
- Availability → We work with industry leaders, so their calendars tend to get hectic. For this reason, we choose insiders who can be available as frequently as possible to hold 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: date, time, meeting place, Insider info and the best way to reach the 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. All travel expenses are included in the fee.
How long is each Experience?
Typically, our Experiences are 3 hours, with some lasting a full day. Please check the experience page for the length of each experience.
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. Some Insiders require small groups to create a powerful experience. Let us know about your group at email@example.com 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 group Experiences but are looking to expand to mixed group experiences in the near future.
Can I bring children?
Yes (in most cases)! Many of our experiences are family friendly. If you are in doubt as to whether an experience is child-appropriate, please contact us and we will confirm with the Insider.
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?
We positively encourage it! Please tag us @SideStoryTravel on any and all social media channels.
Do you sell Experience vouchers?
Yes, you can now book vouchers directly on the experience page you wish to purchase. However, you can also arrange the purchase with a member of our team at firstname.lastname@example.org or +44 (0)20 3432 8187. At the time of purchase, please indicate whether you’d like to receive a voucher by post or email.
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 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.
Is my payment safe?
Absolutely. We process all payments through a secure third party platform called Stripe, the best and safest software for online purchases.
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.
What if an Insider cancels?
Subject to our Refund Policy, if the Insider cancels an Experience within 24 hours before the scheduled start, and the alternatives 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 or the Insider do not offer insurance cover 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 provider.
Why should I subscribe to SideStory?
Subscribing to our newsletter will keep you up to date with all that’s happening at SideStory and in London: new Insiders, new Experiences, Q&A’s, articles, and fun news and press. We cover stories about interesting creative initiatives throughout London.
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.
What if I want to voice a complaint or concern?
In the event of you wanting to alert us to an issue, please contact us on +44 (0)20 3432 8187 or at email@example.com.