Refund Policy

• Cancellation received at least 24 hours before the travel date: 100% refund.
• Cancellations received less than 24 hours before travel: strictly non-refundable.

This is a hard constraint imposed by our supply partner and cannot be overridden by the Company under any circumstances.

1. The Consumption Rule (Scan-Lock)

Once a digital voucher, ticket, or QR code has been scanned or validated at a Big Bus Paris boarding point, the service is legally classified as consumed.

Consumed services are 100% non-refundable.

No exceptions will be granted for dissatisfaction with route conditions, vehicle quality, commentary, crowding, weather, or any other on-site operational matter once boarding has been granted.

2. Cancellation Windows by Ticket Type

• Full refund eligible when cancellation request is received 24+ hours before travel date.
• Non-refundable when request is received less than 24 hours before travel.
• Any ticket that has been scanned is non-refundable.

• Full refund eligible if request is made within 14 days of purchase and ticket is unused and unscanned.
• Non-refundable after 14 days from purchase.
• Any ticket that has been scanned is non-refundable.

3. The 24-Hour Rule - Strict Application

The 24-hour cancellation window is calculated from the scheduled travel date (midnight local Paris time), not from any specific departure slot.

The timestamp of the Customer's cancellation email to admin@headmastertickets.com constitutes the sole metric for determining eligibility.

Receipt timestamps are logged automatically and are final.

The 24-hour window is immediately voided if the ticket is scanned or used at any boarding point prior to the request being made, regardless of timing.

Requests submitted via social media, phone, or live chat are not valid for the purposes of the 24-hour rule.

Email to admin@headmastertickets.com is the only accepted method.

Requests made on behalf of a Customer by a third party are only accepted where written authorisation from the original purchaser is provided.

4. Processing of Eligible Refunds

Where a refund is approved, the Company will process the refund to the original payment method within 5-10 business days of approval.

The Company reserves the right to deduct a 5% administrative handling fee from refunds to cover payment processing costs incurred in the original transaction.

The administrative fee is capped at EUR 10 per transaction.

Refunds are issued to the original card or payment method only. Cash refunds are not available.

Where a promotional discount was applied at checkout, the refund is calculated on the amount actually paid, not the face value of the ticket.

5. Service Disruptions (Force Majeure)

Tickets Enterprise Ltd. acts as an independent reseller and does not control Big Bus Tours Ltd.'s operational decisions.

• The Company will attempt to facilitate a ticket validity extension where permitted by the operator.
• Cash refunds are not issued for disruptions caused by external environmental factors, operator decisions, or third-party closures.
• Customers are strongly advised to hold travel insurance that covers attraction closures and service disruptions.

Where the operator provides a full cancellation due to force majeure and the Company is able to recover the cost from the supplier, the Company will pass this refund to the Customer in full with no administrative fee deducted.

6. Duplicate Orders

Where a Customer has made a duplicate purchase in error, a cancellation and full refund will be issued provided the request is made within 2 hours of the duplicate transaction and neither ticket has been scanned.

Evidence of the duplicate (two order confirmation emails) must be provided.

7. Statutory Rights

In accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, the 14-day cooling-off period does not apply to leisure activities provided on a specific date or within a specific period.

For all dated Big Bus Paris tickets, the right of withdrawal is expressly waived at the point of purchase, subject to the 24-hour grace period provided above.

8. Unauthorized Disputes and Fraud

The Company maintains a comprehensive digital audit trail of all voucher deliveries, delivery timestamps, and operator scan logs.

Any attempt to bypass this policy by filing a bank chargeback for a ticket that has been scanned, or for a request that falls outside the eligibility window, will be contested as friendly fraud.

• this policy document
• proof of voucher delivery
• the Customer's acceptance of these terms at checkout
• available scan log data

The Company pursues all such disputes to resolution.

9. Governing Law

This Refund Policy is governed by the laws of England and Wales.

By completing a purchase, the Customer agrees to these terms in full and acknowledges that this policy forms a binding component of the Bill of Sale.