These Terms and Conditions (“Terms”) govern the purchase and use of sightseeing tours, transportation services, cruises, excursions, attractions, charter services and related products (“Services”) provided by Urban Inc., operating as City Sightseeing Toronto, City Sightseeing Niagara, and affiliated brands (“Company”, “we”, “our” or “us”).
By purchasing, redeeming or using any ticket or Service, you agree to these Terms.
For the purposes of these Terms and Conditions:
“Company,” “we,” “our,” or “us” means Urban Inc., operating as City Sightseeing Toronto, City Sightseeing Niagara, and any affiliated brands, together with its employees, officers, directors, contractors, agents and authorized representatives.
“Services” means any sightseeing tour, Hop On Hop Off tour, transportation service, harbour or boat cruise, Niagara Falls tour, charter service, attraction package, ticket, voucher or other product or service offered, sold or operated by the Company.
“Customer,” “Passenger,” “Guest,” or “you” means any individual who purchases, redeems, receives, books or uses a ticket, voucher or Service provided by the Company.
“Ticket” means any paper ticket, electronic ticket, mobile ticket, voucher, booking confirmation, reservation or other proof of purchase issued by or on behalf of the Company.
“Voucher” means an electronic or printed confirmation that may require redemption for a ticket or admission before the applicable Service may be used.
“Booking” means any reservation or purchase made directly with the Company or through an authorized reseller, hotel concierge, travel agent, online travel agency or other approved sales channel.
“Hop On Hop Off Service” means a sightseeing service that allows passengers to board and leave designated Company vehicles at approved stops during the validity period of their ticket, subject to vehicle capacity, operating hours, route availability, service interruptions and these Terms and Conditions.
“Authorized Reseller” means any travel agency, online travel agency, hotel concierge, tourism partner, ticket distributor or other organization authorized by the Company to advertise or sell its Services.
“Third Party Supplier” means any attraction, venue, transportation provider, vessel operator, restaurant, accommodation provider or other independent business that provides goods or services in connection with a Service offered by the Company.
“Website” means the Company’s websites, including www.citysightseeingtoronto.com, together with any online booking platforms, mobile applications or digital services operated by or on behalf of the Company.
“Force Majeure Event” means any event beyond the reasonable control of the Company, including but not limited to severe weather, marine conditions, traffic congestion, road closures, construction, accidents, labour disputes, public health emergencies, government actions, mechanical failures, utility outages, acts of terrorism, civil unrest or any other circumstance that prevents or delays the operation of the Services.
These Terms are governed by the laws of Ontario and the applicable federal laws of Canada.
Any dispute arising from these Terms or the Services shall be subject to the exclusive jurisdiction of the courts of Ontario unless otherwise required by applicable law.
All prices are quoted in Canadian dollars.
Applicable taxes, including HST, will be added unless otherwise stated.
We accept Visa, Mastercard, American Express and Discover. We do not charge a service fee for processing credit card payments.
Prices are per person unless otherwise stated.
We reserve the right to correct pricing errors, modify prices without notice and limit ticket quantities where necessary.
Tickets are sold subject to availability.
Tickets purchased online may not be combined with any other promotion or discount unless expressly stated.
Upon purchasing one or more tickets online, you will receive an electronic voucher by email. Where applicable, the voucher must be presented to Company staff and redeemed for the corresponding ticket before boarding.
The Company reserves the right to request the credit card used to purchase the ticket(s), together with government-issued identification, prior to ticket redemption.
Electronic vouchers may only be redeemed once.
Reservations and booking changes are subject to availability.
Unless otherwise stated, these Terms apply to all products sold through our website, ticket offices, hotel concierge desks, authorized resellers and third-party booking partners.
Tickets must be redeemed within one (1) year of purchase unless otherwise stated.
Ticket validity begins immediately upon redemption or first use.
A forty-eight (48) hour ticket expires exactly forty-eight (48) hours after the time at which it is first redeemed.
Physical tickets must be safeguarded at all times.
Lost, stolen, damaged or altered tickets will not be replaced.
Tickets that are illegible, altered, copied or improperly issued are invalid.
Passengers travelling with an expired or otherwise invalid ticket may be required to leave the vehicle at the next safe stop or purchase a replacement ticket at the current applicable fare.
Tickets may not be resold or transferred unless expressly authorized by the Company.
Except where required by applicable law, tickets are non-refundable.
Unused portions of tickets are non-refundable.
Missed departures, missed buses, missed cruises, missed tours, missed pickups, missed connections or late arrivals are not eligible for refunds.
Routes, schedules, attractions, departure times, boarding locations, vehicles and equipment are subject to change without notice due to operational requirements.
Services may be delayed, shortened, rerouted, suspended or cancelled because of traffic congestion, road closures, construction, accidents, public events, weather conditions, mechanical issues, marine conditions, government directives, emergencies or circumstances beyond the Company’s reasonable control.
If the Company cancels a Service and cannot provide a reasonable alternative, the Company’s maximum obligation shall be limited to either:
Under no circumstances shall the Company be responsible for reimbursing taxi fares, rideshare expenses, parking fees, hotel accommodation, meals, airfare, train fares, cruise fares, lost wages, missed events, missed flights, missed connections or any indirect, incidental or consequential expenses.
Complaints and refund requests must be submitted in writing to info@citysightseeingtoronto.com within fourteen (14) days of the scheduled service date.
Refunds approved by the Company will be issued only to the original purchaser using the original method of payment.
Routes, stops, schedules, frequencies, attractions, commentary, vehicles and equipment are subject to change without notice.
Arrival times, departure times and tour durations are estimates only and cannot be guaranteed.
Traffic, construction, weather, demonstrations, road closures, special events, emergency services activity and operational requirements may require temporary route changes, stop closures or detours.
The Company reserves the right to substitute vehicles where operationally necessary, including replacing open-top buses with enclosed buses because of weather, maintenance or operational requirements.
Hop On Hop Off services operate on a first come, first served basis.
Seating is not guaranteed on any specific departure.
Passengers may be required to wait for the next available vehicle if seating capacity has been reached.
Upper deck seating is not guaranteed.
The Company does not guarantee maximum wait times, service frequency or completion of the full advertised route on any particular day.
Last bus departure times are approximate and may vary because of traffic, operational requirements or circumstances beyond the Company’s control.
Harbour and Islands Cruises operate seasonally and are subject to weather, water conditions, vessel availability and the Captain’s discretion.
The Captain has absolute authority regarding the safe operation of the vessel and the safety of all passengers and crew.
The Company reserves the right to delay, shorten, modify or cancel any cruise where required for safety, operational or regulatory reasons.
The harbour and islands cruise may not operate because of weather, marine conditions, Transport Canada requirements, mechanical issues or other operational circumstances.
Where the harbour and islands cruise is unavailable because of circumstances beyond the Company’s reasonable control, no refund shall be provided unless otherwise required by applicable law or unless the Company cancels the entire Service without providing a reasonable alternative.
Passengers must follow all safety instructions given by the Captain and crew at all times.
Niagara Falls tours operate according to seasonal schedules and attraction availability.
Tour itineraries, attraction order, meal stops, wineries, shopping locations and optional attractions may be changed without prior notice because of weather, traffic, attraction closures, seasonal operations, government requirements or operational considerations.
Where an advertised attraction becomes unavailable, the Company may substitute an equivalent attraction without liability.
Tour durations and return times are estimates only and may vary because of traffic, border delays, weather, road conditions or other circumstances beyond the Company’s control.
Seating on bus tours and harbour cruises is available on a first come, first served basis.
The Company does not guarantee seating on any particular vehicle, deck, departure or departure time.
Groups wishing to travel together should arrive well in advance of departure, however adjacent seating cannot be guaranteed.
Unless specifically stated, admission fees for attractions, museums, cruises, observation decks or other third party venues are not included in the purchase price.
Where attraction admission is included within a package, the Company is not responsible for changes made by the attraction operator including operating hours, closures, capacity restrictions or cancellation of admission.
The ticket price includes only those services specifically described in the product purchased.
Passengers remain responsible for all other expenses including, but not limited to:
These expenses are not included unless expressly stated.
Passengers must comply with all instructions provided by Company employees, drivers, tour guides, crew members and authorized representatives.
Passengers must not:
The Company reserves the right to refuse transportation or remove any passenger whose behaviour may endanger the safety, comfort or enjoyment of others.
Passengers removed for misconduct shall not be entitled to any refund or compensation.
Children must be supervised at all times by a responsible adult.
Children under two (2) years of age may be required to ride on an adult’s lap where separate seating is unavailable.
Parents and guardians remain responsible for the safety and behaviour of children travelling with them.
Passengers travelling on the upper deck of Company buses must remain seated whenever the vehicle is moving.
Passengers must keep all arms, legs and personal belongings inside the vehicle at all times.
Passengers must obey all posted safety notices together with all verbal safety announcements made by Company staff.
Failure to comply with safety instructions may result in removal from the Service without refund.
The Company is committed to providing accessible services wherever reasonably possible.
Accessible vehicles, boarding locations and services may vary depending upon fleet availability, infrastructure and operational requirements.
Passengers requiring accessibility accommodations are encouraged to contact the Company before travel so reasonable arrangements may be made where possible.
Passengers are solely responsible for their personal belongings.
The Company accepts no responsibility for property that is lost, stolen or damaged during travel or left behind on buses, vessels or at boarding locations.
Any property recovered by the Company may be retained for a reasonable period before being disposed of in accordance with Company procedures.
From time to time, photographs or video recordings may be taken during tours for promotional or marketing purposes.
By participating in the Services, passengers acknowledge that they may incidentally appear in such photographs or recordings.
Passengers who do not wish to appear should advise Company staff before the commencement of the tour.
This website and all content appearing on it, including text, photographs, graphics, logos and other materials, remain the property of Urban Inc. unless otherwise stated.
No material may be copied, reproduced, distributed or published without the prior written permission of the Company.
Personal information collected by the Company is handled in accordance with applicable Canadian privacy legislation.
Information collected during bookings will be used only for providing Services, processing payments, communicating with customers and meeting legal obligations.
The Company will not knowingly disclose personal information except where required by law or as necessary to deliver the Services purchased.
Continue and I’ll finish the document with the final sections, including Force Majeure, Limitation of Liability, Reservation Changes, Entire Agreement, Complaints, and Contact Information, while incorporating the remaining provisions from your original Terms.
The Company shall not be liable for any delay, interruption, modification, suspension or cancellation of any Service resulting from a Force Majeure Event.
Where reasonably possible, the Company will make reasonable efforts to continue, modify or reschedule the affected Service. However, the Company shall not be responsible for any losses, expenses or damages arising from a Force Majeure Event, including any indirect, incidental or consequential losses.
Requests to change a reservation are subject to availability.
The Company is under no obligation to accommodate requested changes and reserves the right to charge any applicable fare difference or administrative fee where permitted.
Passengers voluntarily assume all risks associated with participation in the Services, including boarding, disembarking and travelling on buses, vessels and other transportation provided by the Company.
By using the Services, passengers acknowledge that sightseeing tours involve risks that cannot always be eliminated despite reasonable care being taken.
Passengers agree to exercise reasonable care for their own safety and the safety of others.
To the fullest extent permitted by applicable law, the Company’s total liability arising out of or relating to any booking or Service shall not exceed the amount paid by the customer for the affected ticket or Service.
The Company shall not be liable for any indirect, incidental, special, exemplary or consequential damages including, without limitation:
Nothing in these Terms excludes liability that cannot legally be excluded under applicable law.
Certain products sold by the Company may include or involve services provided by third parties, including attractions, restaurants, transportation providers, boat operators and other tourism partners.
The Company acts only as an agent for such third-party services where applicable and is not responsible for the acts, omissions or policies of those third parties.
Any complaints relating solely to a third-party service may also be subject to that provider’s own terms and conditions.
Items found on Company vehicles or vessels will be retained for a reasonable period where practical.
The Company does not guarantee recovery of lost property and accepts no responsibility for items left behind.
Customers seeking lost property should contact:
info@citysightseeingtoronto.com
as soon as reasonably possible.
The Company is committed to providing excellent customer service.
Customers who believe they have experienced an issue with a Service should notify Company staff as soon as reasonably possible so that reasonable efforts may be made to resolve the matter during the tour where practical.
Formal complaints or refund requests must be submitted in writing to:
info@citysightseeingtoronto.com
within fourteen (14) days of the scheduled service date.
Requests should include:
Failure to provide sufficient information may delay the review process.
Submission of a complaint does not guarantee that a refund will be issued.
The Company makes reasonable efforts to ensure that information appearing on its website is accurate.
However, errors, omissions and changes may occur.
The Company reserves the right to correct inaccuracies and update product descriptions, prices, schedules and availability without prior notice.
If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
These Terms and Conditions constitute the entire agreement between the Company and the customer regarding the Services and supersede all prior representations, communications or understandings relating to the Services.
Any waiver of these Terms must be made in writing by the Company.
Urban Inc.
Operating as:
274 Unwin Avenue
Toronto, Ontario M5A 1A3
Email: info@citysightseeingtoronto.com
Website: www.citysightseeingtoronto.com
*International Charges May Apply! Please be advised that calling this number from overseas will incur international charges by your phone provider. To avoid additional charges, please contact us by email at info@citysightseeingtoronto.com or message us on Facebook at @citysightseeingtoronto