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Terms & Conditions



This website https://totallytailored.com/ (the site) is run and maintained by Totally Tailored Limited (Totally Tailored LTD), a company registered in England and Wales, with company registration number 10346795 and whose registered office is C115 Cocoa studios, The Biscuit Factory, SE16 5DG . Our email address is charley@totallytailored.com

Totally Tailored provides bespoke private tours and experiences for visitors to London and Edinburgh (the services).

These website terms and conditions (terms and conditions) cover the terms on which you may use the site. By using this site you accept that you are bound by these terms and conditions. If you do not accept them, please do not use the site.


You have permission for temporary, non-exclusive use of the site. Totally Tailored reserves the right to withdraw or change the content of the site and these terms and conditions at any time without notifying you and without having any legal responsibility towards you.

You are not allowed to copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, display, transmit, or distribute all or any part of the site.

You are also not allowed to license, sell, rent, lease, transfer, assign, distribute, display, disclose, or otherwise commercially exploit, or otherwise make the site and/or any documents or online resources on the site available to any third party.

You are responsible for configuring your own computer and software to access the material and content on our site including downloadable files. We do not warrant that the way we deliver data to you is compatible with your software or with the way your mobile device, computer, or tablet is configured. Although we do our best to protect our site, we are not responsible for any viruses, bugs, or similar issues. We advise that you use your own virus protection software to protect yourself.

You must treat all identification codes, passwords, and other security information that you obtain from use of the site and (where applicable) for you to access parts of the site as confidential. If we think you have failed to keep confidentiality, we may disable any such information, including your passwords and other codes.

You agree to follow our acceptable use policy.

If you allow anyone else to use our site, you must make sure that they read these terms and conditions first and that they agree to and follow them.

If you do not use the site according to the law and these terms and conditions, we may suspend your usage, or stop it completely.

We frequently update the site and make changes to it, but we have no duty to do this. This means that content on the site may be outdated or incorrect. We will have no liability to you for any losses or damage you may suffer from your reliance on any of our materials.

We do not save your credit card details or share customer details with any third parties, and we follow our privacy policy in handling information about you. By using the site, you agree to us handling this information and confirm that the data you provide is accurate.

Our site uses cookies. More information is provided in our cookie policy.


Personal information or business information that you supply to Totally Tailored through the site, other than information that is in the public domain, will be treated confidentially and in line with our privacy policy. Confidential information will not be disclosed to any third party, including for the purposes of marketing, without your prior permission. We will only disclose your information if it is necessary for the performance of our services or where so required by law.


We may change these terms and conditions from time to time. Please ensure that you check for any changes regularly, as you are bound by them if you use this site.


We are the owner or licensee of all intellectual property rights in the site in all of the material hosted on the site, including any databases that hold relevant information about the site. They are protected by copyright or trademark registration, and you may only use any such material and the documents in line with these terms and conditions and this paragraph specifically. If you do not use the materials in line with these terms and conditions and this paragraph specifically, you lose your right to use our site, and must destroy or return any copies of documents you have made of it or any part of it. We reserve all our rights conferred to us by law to remedy any such breach.


We do not guarantee the accuracy of material on our site, and you are responsible for the way you use its content.

We shall not limit or exclude our liability for:

  • death or personal injury;
  • fraud or fraudulent misrepresentation; or
  • any act, omission or matter, liability for which may not be excluded or limited under any applicable law.

We shall not be liable to you for any indirect, special or consequential loss or damage, including:

  • loss of profit;
  • loss of goodwill;
  • loss of savings; or
  • loss of contract.

We also exclude, but only as far as legally possible, all terms and warranties or promises implied by law or by statutes. Although we try to make the site available at all times, we do not warrant that your use of the site will be uninterrupted. We are not responsible for any loss or damage you may suffer resulting from any interruptions, errors or the transfer of data and you acknowledge that the site may be subject to limitations, delays and other issues.

Any duty of care owed to you by us is owed to you alone, and no duty of care is owed to any third party. We do not assume any responsibility to any third party in respect of the performance of our duties to you.


You are allowed to make a link to our site’s homepage from your website if the content on your site meets the standards of our acceptable use policy and provided you do not suggest any endorsement by us or association with us unless we provide agreement in writing. We reserve the right to end this permission at any time.

Links from our site to other sites are only for information. We do not accept any responsibility for other sites, the accuracy of their content or any loss you may suffer from using and relying on them.


If you do anything which is a criminal offense under the Computer Misuse Act 1990 (such as for example; introducing viruses, worms, Trojans, and other technologically harmful or damaging material), your right to use the site will end immediately, and we will report you to the relevant authorities and provide them with details of your identity.

You must not try to obtain access to our server or any connected database or make any “attack” on the site.


Any dispute arising from these terms and conditions shall be governed by and construed in accordance with the law of England and Wales, and you irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any arising dispute.

If any part of these terms and conditions is held to be invalid or unenforceable, the remaining terms and conditions will continue in full force and effect.


If you have any questions or a complaint about the service provided by us, please contact hello@totallytailored.com to make your complaint.


The below terms and conditions of sale (terms of sale) set out the terms applicable to the sale of our tours for your information. Each time you purchase any of our tours from our site, you will be asked to confirm your agreement to the applicable terms and conditions of sale before you can complete your purchase.


Totally Tailored offers a range of tours that you may purchase directly through the site.

These terms of sale (together with any relevant documents referred to in them and including our website terms and conditions) set out the terms on which we supply any of the following tours via our site to you:

  • Private tours
  • Sightseeing tours
  • Food tours
  • Unique visitor experiences
  • Other tours as may be added to our site from time to time

Each time that you purchase a tour through the site, you will be required to confirm that you have read, understood, and accepted our terms of sale. You will not be able to purchase anything through our site unless confirmation is given. Any terms that you seek to impose in respect of your purchase of tours through this site will not form part of any contract between us. Please read these terms of sale carefully before ordering any tours from our site. If you have any queries on these terms, please contact us at requests@totallytailored.com before placing any order.

By placing an order for tours through our site, you warrant that you are legally capable of entering into binding contracts, that you are at least 18 years old and that you are purchasing our tours for your private, non-commercial use only.

By placing an order for tours through our site, you agree that we may store, process, and use personal data collected from you for the purposes of processing/fulfilling your order only. We work with third parties to process your payment (for example, Stripe), and they will also have access to your personal data to enable them to help us process/fulfill your order only. More information on how we may store, process and use your personal data is contained in our privacy policy.

All of the tours that are available for sale on our site are owned or controlled by or us. You shall not redistribute, transmit, assign, sell, commercially exploit, broadcast, modify, adapt, edit, sub-license, rent, share, lend, or transfer any tours or information about our tours for commercial exploitation that you purchase through this site.


After placing an order for any of our tours via our site, you will receive an on-screen message and email from us acknowledging receipt and setting out the details of your order.

The contract for the purchase of any tours will only be formed when you have agreed to our terms of sale, we have received payment in full for the tour you are purchasing, and we confirm the purchase and details of the tour to you via email. We reserve the right in our sole discretion to reject any order we receive.


All tours featured on our site are subject to availability. We reserve the right to change or remove a tour or other content on the site at any time without notice or liability to you.

Tours will normally be confirmed within 48 hours upon purchase. There may be occasions when a tour is not available and we make no guarantee that any tours ordered will be made available. In such cases, we will use our best endeavors to offer you alternative dates to come on our tour or offer you a full refund if payment has been made.

Where we are unable to offer you with a tour that you have purchased (for example, where a tour has not met the minimum of two (2) participants required to carry out a food tour), you agree that we can offer you either alternative tour to a similar value (upon your agreement that the alternative tour is suitable) or a complete refund. We will not be liable for our inability to fulfill a particular order from you.


The price of any tour will be as quoted on this site at the current time and will be shown inclusive of any VAT (where applicable).

Prices for tours are liable to change at any time, but changes will not affect orders in respect of which we have already taken payment and confirmed the details.

By providing the details of a credit or debit card or payment account to be debited, you confirm that you are authorized to purchase the tours and that you have the permission of or are the holder of the credit or debit card, Stripe, or other account being used to pay for the transaction. All card payments and cardholder details may be subject to validation checks carried out by us and/or the card issuer. If any validation checks are required, we will not be held liable for any delays or non-delivery nor are we obliged to.

In respect of validation checks and authorisation carried out by the card issuer, if the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery or any bank charges applied to you. We are not obliged to inform you of the reason for the refusal.


Cancellation up to one week before tour: 70% Refund
Cancellation within one week of tour start: No Refund Unless Otherwise Stated


Our tour itineraries are carefully planned, so we ask that guests are ready to tour at the specified starting time. Guides will be able to wait a reasonable amount of time for guests, but we cannot guarantee entrance tickets if a tour is delayed. Please note the end time of a tour will remain the same, regardless of a late start. We advise that you make the necessary arrangements to arrive at least 5 minutes prior to the tour start time, which will be confirmed to you via email following your purchase.


We conduct our tours rain or shine! You are advised to carry an umbrella and dress appropriately for weather conditions. If the tour has begun and the weather changes adversely, your tour guide may suspend the tour at his/her discretion.

If a tour is suspended, we may either offer you a partial or full refund of your ticket depending on the time the tour was suspended.

If the tour is not suspended but you choose to discontinue the tour due to the weather conditions, no refund will be offered.


Totally Tailored is not responsible for the foods or beverages consumed on its tours. We will use our best endeavors to accommodate vegetarians and most food restrictions although we do not guarantee any of the ingredients in the foods or beverages offered for consumption or method of food preparation on our tours.

The food vendors we visit on our tours are independent third parties and we shall not be liable for any representations made by them about their products, their ingredients or methods of preparation or any loss, damage, injury, or death caused by any of the vendors’ products. If you have a specific allergy or intolerance, we advise that you discuss this with the vendor at the time although where we have sufficient notice from you about an intolerance or allergy, we will endeavor to discuss this with the vendors before the tour and make necessary alterations or arrange substitutions where possible.

Please let us know about any restrictions or allergies you may have within 48 hours of your purchase so we can endeavour to make the necessary arrangements.


Where caused by our negligence, we shall not limit or exclude our liability for:

  • death or personal injury;
  • fraud or fraudulent misrepresentation; or
  • any act, omission or matter, liability for which may not be excluded or limited under any applicable law.

We shall not be liable to you for any indirect, special, or consequential loss or damage, including:

  • loss of profit;
  • loss of goodwill;
  • loss of savings; or
  • loss of contract.

We also exclude, but only as far as legally possible all terms and warranties or promises implied by law or by statutes.

Any duty of care owed to you by us is owed to you alone and no duty of care is owed to any third party and we do not assume any responsibility to any third party in respect of the performance of our duties to you.

Totally Tailored is responsible for arranging tour itineraries, transportation, venue visits, and other services. We will not be held liable for any loss or damage, injury, or death caused by any act or default of any third party company, organization, or person whilst on our tour that are not caused by our negligence.


We will not be liable for any failure or delay to perform any of our obligations under a contract for the purchase of a tour that is caused by events outside our reasonable control.

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