Terms and conditions

Please read the following terms and conditions carefully. By purchasing tickets via this website, you agree to be bound by these terms and conditions.

DEFINITIONS

"We" and "us" mean Paisley Developments Scotland Limited, trading as Paisley Heritage, or any appointed representative thereof. "Our" and "ours" are implied by extension.
"You" means the individual or entity purchasing the ticket(s), or any person for whom you are purchasing a ticket, or anyone acting on your behalf. "Your" and "yours" are implied by extension.
"Tour" refers to the event or events organised by Paisley Heritage, as described on this website, at the specified time(s) and date(s) selected via this website.
"Ticket" means the rights of attendance and admission to the tour, in the form of an email delivered electronically via this website.
"Guide" refers to our appointed representative who conducts and delivers the tour.
"Seller" refers to our representative responsible for verifying tickets.

SALE OF TICKETS

Eligibility: You must be 18 years old or older to purchase tickets via this website.
Ticket Delivery: Tickets are sold as electronic confirmations via email, which include the details of your purchase. We do not issue physical tickets.
Email Responsibility: You are responsible for providing a valid email address and ensuring that emails from us are not blocked by spam filters. If you do not receive your ticket, please check your junk or spam folders before contacting us for assistance.

GAINING ADMISSION TO THE TOUR

Timeliness: The tour will depart promptly at the scheduled time. Please arrive at least ten minutes early. If you arrive late, the tour will not wait, and we may not be able to accommodate you. See the "Refunds and Cancellations" section for rescheduling options.
Proof of Age or Concession: If you have purchased a concessionary ticket, you must present valid proof of eligibility upon request.
Ticket Presentation: You may present your ticket as a printed copy or electronically on your device. Ensure your device is charged and the ticket is accessible.

DURING THE TOUR

Attention: Follow the instructions given by the guide at all times. While reasonable efforts will be made to ensure you stay with the group, this is ultimately your responsibility.
Entry to Buildings: Some locations may require surrendering proof of age or concessionary status for entry verification. We will return these items immediately afterward.
Behaviour: Respect the tour group and locations visited. Disruptive behaviour will not be tolerated, including intoxication or use of illegal substances.
Personal Safety: You are responsible for your safety and that of any children in your party. Take necessary precautions, such as when crossing roads.

DISABLED ACCESS

Please refer to our accessibility information on the website for details regarding access for those with disabilities. If you have specific needs, you must notify us in advance.

PROOF OF AGE OR CONCESSION

Students: Present a valid student ID or identity card issued by an educational institution.
Seniors: Present a valid passport or driving licence.
Failure to Provide Proof: If you cannot provide proof, you may be asked to pay the difference for a full adult ticket.

PHOTOGRAPHY, VIDEO, AND AUDIO RECORDING

Personal Use: Photos taken during the tour may only be used for personal purposes and not shared publicly if they depict the guide, staff, or other participants, unless permission is granted.
Recording Restrictions: Video and audio recordings may only be used for personal use unless permission is obtained.
Company Photography: Our guides or staff may take photographs for marketing purposes. If you do not wish to be photographed, please notify the guide at the start of the tour and confirm in writing by emailing us.

Refunds, Returns & Cancellations Policy

Last updated: October 2025
Paisley Tours is operated by Paisley Community Partnership Ltd (SC774299).

1. General Policy

By booking a tour, purchasing a gift voucher or buying retail items from Paisley Tours, you agree to the terms in this Refunds, Returns and Cancellations Policy. We comply with UK consumer law and act fairly at all times, but as a small social enterprise we must protect our ability to operate sustainably.

2. Customer Cancellations (Tours & Events)

We do not normally offer refunds for customer cancellations. However:

Notice PeriodWhat we offer

48 hours or moreFree transfer to another date OR credit voucher

Less than 48 hoursNo transfer, no refund

No-show on the dayNo transfer, no refund

Private bookings, large groups and corporate events may require 7 days’ notice.

3. Cancellations by Paisley Tours

If we cancel a tour or event for any reason, you will be offered:

A full refund, or
Transfer to another available date, or
A credit voucher for future use.

We are not responsible for additional costs such as travel, parking or accommodation.

4. Mid-Tour Cancellations

If a tour is cut short due to circumstances beyond our control (medical emergency, police instruction, serious incident, safety concern), refunds are not normally given. A goodwill credit may be offered at our discretion.

5. Weather Policy

Our tours run in most weather conditions. Refunds are not given for rain, wind or cold weather. In cases of dangerous weather (red weather warnings, unsafe routes), we may:

Reschedule the tour, or
Offer a credit voucher.

No cash refunds will be issued for weather-related disruption.

6. Gift Voucher Policy

Valid for 12 months from purchase unless stated otherwise.
Non-refundable and not exchangeable for cash.
Can be used for any Paisley Tours product.
Remaining balance is held as credit until expiry.
Fully transferable to another person.
Proof of purchase is required to reissue lost vouchers.

7. Special Events (e.g. Witches Tour, Pub Crawl, Talks)

Tickets for seasonal and one-off events are non-refundable once purchased. We may allow a name transfer or credit voucher if contacted at least 72 hours in advance.

8. Corporate & Group Bookings

Corporate events and private group bookings require deposit payment to secure. Cancellation terms:

14+ days notice: Transfer or credit available
7–13 days notice: 50% fee applies
Less than 7 days: Full booking fee due

9. Late Arrival Policy

Tours begin promptly at the scheduled time. We cannot delay start times for late arrivals. Late customers are treated as no-shows and no refunds or transfers will be issued.

10. Retail Refunds (Books, Maps & Merchandise)

Items may be returned within 14 days of purchase with receipt.
Must be unused and in original condition.
Refunds issued to original payment method.
Sale items are final and non-refundable.
Faulty or damaged items will be replaced or refunded in line with UK law.

11. Behaviour & Safety

We reserve the right to refuse service or remove any participant from a tour without refund if:

Behaviour is unsafe, abusive or antisocial
The guide believes safety is at risk
Instructions are ignored

12. Force Majeure

Paisley Tours is not liable for cancellations caused by events outside our control (severe weather, strikes, public safety orders, transport disruption, pandemics, venue closure or acts of God). In such cases, credit or rescheduling will be offered.

13. How to Request a Transfer or Credit

All requests must be emailed to info@paisleytours.org.uk and include:

Booking name
Tour date/time
Contact number
Reason for request

We aim to respond within 48 hours.

14. Contact

Paisley Tours
2 County Place
Paisley
PA1 1BT
Email: contact@paisleytours.org.uk
Website: www.paisleytours.org.uk

CODE OF CONDUCT AND RIGHT TO REFUSE SERVICE

We reserve the right to refuse admission or require you to leave the tour if your behaviour is deemed disruptive, unsafe, or inappropriate. No refund will be provided in such circumstances.

CHILDREN AND MINORS POLICY

Children under 16 must be accompanied by a responsible adult. Age restrictions may apply for certain tours; please check the specific tour details before booking.

LOSS, DAMAGE, INJURY, AND DEATH

Personal Belongings: We are not responsible for the loss or damage of personal items. Please keep your belongings with you.
Limitation of Liability: Our liability to you is limited to the purchase price of your tickets, except where liability cannot be legally excluded.
Indemnification: You agree to indemnify and hold Paisley Developments Scotland Limited harmless from any claims, damages, or losses arising from your participation in the tour.

INSURANCE

Participants are advised to have their own personal accident insurance, as our liability is limited.

THIRD-PARTY SERVICES

We are not responsible for third-party services or venues involved in the tour, such as museums or private properties. Any issues with such services should be taken up directly with the provider.

INTELLECTUAL PROPERTY

All tour content, including commentary provided by our guides, is protected by intellectual property rights. It may not be reproduced or used for commercial purposes without our written consent.

SOCIAL MEDIA USE

While we encourage sharing your experience on social media, please refrain from posting offensive or harmful content. Avoid tagging individuals without their consent and do not share personal information.

FORCE MAJEURE

We shall not be liable for cancellations or changes to the tour due to events beyond our control, such as extreme weather, strikes, or other unforeseen circumstances.

EVENT CANCELLATION DUE TO COVID-19 OR SIMILAR CIRCUMSTANCES

In the event of a government-mandated lockdown, quarantine, or other restrictions related to a public health emergency (such as COVID-19), we reserve the right to cancel or postpone the tour. You will be offered a full refund, rescheduling, or credit.

GOVERNING LAW AND JURISDICTION

These terms are governed by the laws of Scotland, and any disputes will be subject to the exclusive jurisdiction of the Scottish courts.

AMENDMENTS TO THE TERMS AND CONDITIONS

We reserve the right to amend these terms at any time. The modified terms will apply to subsequent purchases.

CONTACT INFORMATION

For any questions regarding these terms, please contact Gavin Divers at gavin.divers@paisleyheritage.org.uk.