Terms & Conditions

1. Discounts are only applied on major booking and comparison sites such as booking.com, expedia.com, hotels.com, agoda.com, laterooms.com, trivago.com, hotelscombined.com, skyscanner.com and kayak.com.

2. Discounts can also be applied on official hotel and airline websites etc. except on specially discounted products and special products that are not available elsewhere.

3. Discounts will be given only when we are able to find the product requested by the customer. We can only apply discounts to products we can see / find.

4. Discounts are applied on basic prices EXCLUDING taxes, the customer must pay taxes where applicable, these are not discounted.

5. In some countries hotels may charge an additional tax (eg. resort / city / local tax) and other fees (eg. cleaning fees), these are payable by the customer directly to the hotel, no discount will be given on these.

6. Discounts will not be given on certain websites such as Airbnb, offline and online travel agency quotations or real estate agencies etc.

7. Customers’ pricing screenshots sent to the concierge team must be obtained within an hour of the communication being sent.

8. Prices before discount given by customers should be the final price that appears on the payment part of the booking or comparison website after applying any administration, booking or other fees.

9. Quoted prices are valid for 1 hour, after this time the quotation may change.

10. Bookings will be made after payment has been received and confirmation will be sent via email or WhatsApp promptly.

11. Customers can pay using an online payment link provided by the concierge team or directly via www.cityinsideout.com/home/directpayment. Payment can be made by credit / debit card, American Express, bank transfer or PayPal and will be the equivalent amount in GBP. If the customer prefers to pay in EGP, cash payment can be accepted at our office or collected by courier (this option is available in Egypt only).

12. Members can benefit from the full discount when booking for themselves and half the discount for their immediate family*. For example, a Platinum member booking accommodation will receive 10% discount on their own accommodation and 5% discount for their children’s accommodation.
*Immediate family is defined as the cardholder’s parents and children up to 21 years old.

13. Flight tickets discount is applied only when you book accommodation with us.

14. A maximum of 5% discount applies to Genius, Basic, Getaway and any other membership privileges or special offers. The level of discount given is dependent on card membership level.

15. Please note that bookings can be amended or withdrawn by us at any time without reason. We also reserve the right to decline any orders and to cancel any bookings made at any time without stating a reason.

16. Refunds will only be given on refundable bookings provided the cancellation policy for the product has been adhered to correctly.

17. Refunds will be made using the original method of payment subject to a 3% administration fee and will take up to 10 working days to be refunded.

18. Should you request that we change a booking for you we will do our best to make these changes, but it may not always be possible. The following charges will apply: up to £75.00 administration fee, any fees charged by the service provider, any further costs (eg. an increase in price of flights) and any incidental expenses we incur as a result of making the changes, for example telephone calls. We reserve the right to make changes to the benefits offered by the WTO Card.

19. Accommodation cancellations / amendments made by you: it is your responsibility to check the details of your booking before confirming it. If you have made a mistake, it cannot always be rectified. If you wish to cancel the accommodation booking for any reason, we will deal with the cancellation with the accommodation provider. Your eligibility for a refund will be subject to our cancellation policy as per your quotation.

20. Accommodation cancellations / amendments made by the airlines or us: in the unlikely event that we, or the airlines, for any reason, cancels or amends your booking, then we will contact you as soon as possible using the contact details provided by you during the booking process. Charges may apply depending on airline / supplier policy.

21. Flight Tickets cancellations / amendments made by the airlines or us: in the unlikely event that we, or the airlines, for any reason, cancels or amends your booking, then we will contact you as soon as possible using the contact details provided by you during the booking process. Charges may apply depending on airline / supplier policy.

22. Flight tickets cancellations /amendments made by you: it is your responsibility to check the details of your booking before confirming it. If you wish to cancel or amend your ticket then your request will be subject to the airline / supplier fare rules. The airline / supplier may charge an administrative fee for any change you make after confirming your booking. Please remember that any booking fees and credit card charges that may have been made are usually non-refundable depending on the airline /supplier.

23. Theatre, events, attractions, concerts, cinema, sport tickets are non-refundable. It is your responsibility to make sure you have provided the correct details before confirming your booking. If you have made a mistake, then it cannot be rectified after the booking has been confirmed. If an event is cancelled you will be offered a refund of the sale price of your ticket, including the relevant service charge but excluding the order handling fee. If the event takes place over the course of several days and one or more days are cancelled but not all the days, then a partial refund may be payable according to the amount of days that has been cancelled. Rescheduling made by the event providers: unless stated otherwise, if an event is rescheduled then you will be offered tickets at another rescheduled event (subject to availability) which will be of the same value to your original tickets. If you are unable to attend this event then you will be offered a refund of the sale price of your ticket, including the relevant service charge but excluding the order handling fee. You must inform us beforehand whether you will be able to come to the rescheduled event or not, otherwise you may not be entitled to claim a refund.

24. Train tickets are non-refundable. It is your responsibility to make sure you have provided the correct details before confirming your booking. If you have made a mistake, then it cannot be rectified after the booking has been confirmed. If a journey is cancelled you will be offered a refund of the sale price of your ticket, but excluding the booking fee.

25. Cruises, private jets, helicopters and yachts cancellations / amendments made by the supplier or us: in the unlikely event that the we or the supplier, for any reason, cancels or amends your booking, then we will contact you as soon as possible using the contact details provided by you during the booking process. If the supplier is unable to fulfil your booking or provide you with an alternative, then your booking will be cancelled with a full refund.

26. Cruises, private jets, helicopters and yachts cancellations / amendments made by you: it is your responsibility to check the details of your booking before confirming it. If you wish to cancel or amend your booking, then your request will be subject to the supplier’s rules. The supplier may charge an administrative fee for any change you make after confirming your booking. Please remember that any booking fees and credit card charges that may have been made are usually non-refundable depending on the supplier.

27. Airport transfer and taxi service can be cancelled with at least 48 hours notice before pick up time free of charge. Please be advised bookings made with less than 48 hours from pick up time are non-refundable.
28. For self-drive vehicle rental, customers must book using their own credit card and driving license. The terms and conditions of the supplier will apply, please ensure you read these at the time of booking.

29. Products and services purchased using the WTO Card cannot be resold to third parties.

30. Benefits, offers, discounts are only valid up to the expiry date of the card.
31. Card membership renewal is subject to approval and an annual membership fee will be applied. 1 month notice will be given for this.

32. Card membership may be cancelled by the issuer at any time and without notice or reason.

33. We reserve the right to change or add to these terms and conditions without prior notice.

34. Please be advised that members total discount per year is capped at a maximum of 5 times the annual membership fee. For example, a platinum member can receive a total discount of £1,250 based on their annual membership fee of £250 (eg. accommodation bookings of £12,500 per year).

35. Membership can be cancelled free of charge within 14 days of joining, provided that the membership benefits or discounts have not been used. After this period the membership is non-refundable.
36. All membership runs to the end of the membership term and can not be cancelled before the end date.

37. Membership are non-transferrable.

38. Membership can be upgraded within your membership term, please contact your Personal Travel Assistant Team.