Last updated: 15 August 2026
If you cancel
You can cancel up to 2 full days (48 hours) before your visit.
- 2 or more days before your visit — cancel and receive a refund of the ticket price. Our concierge service fee is not refunded (see below). Requests are counted from the moment your email reaches us, against the date and time of your booked visit.
- Less than 2 days before your visit — the booking is non-refundable and non-transferable. By this point your ticket has been bought from the attraction in your name and cannot be returned to them.
The service fee
Our concierge service fee is never refundable on a cancellation you request. The fee pays for work that has already been done by the time you cancel — sourcing your ticket from the official provider, verifying availability, issuing it in your name and delivering it to you. It is earned as soon as your booking is confirmed.
If we cancel
We reserve the right to cancel any booking at any time, at our discretion — including where a ticket cannot be obtained from the official provider, where the attraction closes or alters the slot, where a pricing or availability error has occurred, or where we suspect fraudulent or abusive use of the service.
If we cancel, you receive a full refund of everything you paid, including the service fee, however close to the visit date the cancellation happens. You have paid for a ticket you will not receive, so nothing is retained.
If the attraction cancels or closes
If the attraction cancels your slot or closes on the day, we will obtain a refund from the provider where one is available and pass it on to you in full, together with our service fee.
How to cancel
Email info@krakow-tickets.pl with your booking code and the name on the booking. We will confirm your cancellation in writing. Refunds are returned to the card used for payment, normally within 5–10 working days depending on your bank.
Changes to a booking
We will try to move a booking to another date or time where the attraction allows it and the new slot is available. This is not guaranteed: many attractions treat a timed ticket as final once issued. Requests made less than 2 days before the visit are treated as cancellations under the rule above.
If something is wrong with your order
Wrong date, wrong number of visitors, or a ticket that never arrived — contact us and we will put it right. Tell us as early as you can: problems reported before the visit date are far easier to fix than after it.
