Terms of Service

1.1LocalGem is the trading name used by a sole proprietorship established in Greece, with its business address at 20 Alexandroupoleos Street (Αλεξανδρουπόλεως 20), 11527 Athens, Greece. Greek Tax Identification Number (ΑΦΜ): 149015920. General Commercial Registry (ΓΕΜΗ) number: 128964103000. In these terms, “LocalGem”, “we”, “us” and “our” refer to that business.

1.2You can contact us at hello@localgem.online or by post at the business address above. These channels cover bookings, cancellations, complaints and accessibility assistance. Our website is https://localgem.online. Our support service is not an emergency service.

2.1Our “Platform” means localgem.online and the LocalGem web app through which these terms are made available. An “Experience” is a bookable tour, workshop, tasting, performance, admission, transfer, sightseeing service or other activity. The “Operator” is the professional business identified in the listing or booking information as delivering the Experience.

2.2When you purchase an Experience through LocalGem’s checkout under these terms, you buy it from LocalGem. LocalGem is your contractual seller, receives your payment and arranges fulfilment by the identified Operator. LocalGem does not itself guide or physically deliver partner Experiences unless the listing expressly states otherwise. The use of an Operator does not remove LocalGem’s contractual responsibilities to you.

2.3We identify the Operator before you pay and explain who will deliver the Experience. The Operator carries out the activity and manages its personnel, equipment and operational arrangements. LocalGem remains responsible to you for the sale and the obligations it undertakes, including arranging the agreed Experience, handling your booking and payment, and providing remedies where required by these terms or law.

2.4Payment successfully collected by LocalGem through the agreed checkout discharges the corresponding amount you owe for the booking. A delay or dispute in settlement between LocalGem and the Operator does not require you to pay that amount again. Separately payable extras must be disclosed before booking or expressly agreed afterwards.

2.5A guide entry, recommendation, saved place or concierge suggestion is not a reservation. If an external link takes you to another business to book and pay on its own service, that booking is governed by the arrangements shown there. We identify when you leave our booking flow.

3.1These terms are intended for customers using LocalGem for personal travel and leisure. Supplier partnerships and commercial resale arrangements require a separate agreement. You must be at least 18 and have legal capacity to place a booking or create a booking account. Children may participate only where the Experience permits and the stated supervision requirements are met.

3.2We make these terms available before you create an account or submit a booking. Your booking includes the Experience description, price, cancellation rules, participation conditions and any relevant Operator rules disclosed before payment. Those rules govern operational matters and do not change LocalGem’s status as your contractual seller or remove your mandatory rights. We will not introduce new restrictions after your booking is confirmed.

3.3Mandatory legal rights prevail. Specific booking conditions govern the matters they expressly address, but cannot reduce the minimum protections or express refund commitments in these terms. Unclear consumer terms will be interpreted as required by applicable consumer law.

3.4If you book for others, obtain their authority to make the booking, give accurate participant details, and share the confirmation and relevant conditions with them. You do not waive another participant’s legal rights merely by making a group booking.

4.1Where accounts are available, provide accurate information, keep your contact details current and protect your sign-in credentials. Tell us promptly if you suspect unauthorised access. Responsibility for unauthorised transactions or account use is determined under applicable law and the circumstances, rather than automatically assigned to you.

4.2Do not use the Platform for fraudulent bookings, unlawful resale, harassment, impersonation, distributing malicious software, accessing another person’s information without permission, or disrupting the service. Automated extraction or reuse of protected content requires permission unless permitted by law. Nothing here prevents a legally protected use of information or lawful security reporting.

4.3Your account does not give you a right to resell tickets commercially. Ticket transfers are permitted only where the conditions disclosed for the relevant Experience allow them. Contact us about corrections to names or participant details before attempting a transfer.

5.1Before submitting your order, check the date, local start and check-in times, meeting point, language, duration, participant categories, inclusions, exclusions, accessibility, physical requirements and cancellation policy. The time zone at the Experience location governs times and deadlines unless another zone is expressly identified. Athens bookings use Europe/Athens, including seasonal clock changes.

5.2You can review and correct your order before the final payment step. The final button will clearly indicate an obligation to pay. Submitting it sends a booking request on the displayed conditions; your Experience contract with LocalGem is formed when we send an express booking confirmation. An enquiry, shopping basket, payment authorisation or payment receipt alone is not confirmation unless it expressly confirms the booking.

5.3Where Operator approval is required, checkout will explain the pending status and whether your payment method will be authorised or charged. Unless you expressly agree another period, an unaccepted request expires 24 hours after submission or at the scheduled start time, whichever is earlier. You may withdraw a pending request before acceptance. We release an authorisation or refund a charge if the request expires, is declined or is withdrawn before acceptance.

5.4Your confirmation will identify LocalGem as the seller, the Operator delivering the Experience, the booking reference, Experience, price, relevant conditions, contact details and any voucher or admission instructions. We send the agreed terms and booking conditions by email or another form you can retain unchanged. Check the confirmation and report errors promptly. Our mistake does not become your responsibility because you did not discover it immediately.

5.5Special requests, including dietary arrangements, step-free access, collection points or private group arrangements, form part of your booking only when expressly confirmed. We will tell you if a request cannot be met so you can decide whether to proceed. This does not limit statutory accessibility or equality rights.

6.1Checkout states the payment currency and total price, including applicable taxes and compulsory charges payable through LocalGem. Any mandatory sum payable locally is separately and clearly identified before booking, with the amount or, where it cannot reasonably be calculated, the method of calculation. Optional extras require your express selection.

6.2Payment is due when you submit the booking unless checkout expressly provides another schedule. Only the methods displayed at checkout are available. You must be authorised to use your chosen method and complete any required authentication. Your bank may impose its own currency conversion or international transaction charges.

6.3We use Stripe to process payments. Available payment methods are shown at checkout. Do not send full payment card details by email or in a concierge chat. A failed transaction does not by itself confirm a reservation. If you think a payment was taken without confirmation, contact us before making another payment so we can check for duplicates.

6.4LocalGem is responsible for issuing the legally required receipt or invoice for the sale in accordance with applicable tax rules. A voucher, booking confirmation or Stripe payment acknowledgement may be separate from that tax document. Please provide any necessary invoicing details accurately and contact us if you need assistance.

6.5LocalGem may earn an agreed commission from the Operator or retain an agreed margin from the booking price. This is not an additional charge to you. Any separate customer fee must be stated before payment. Prices may differ across sales channels; a price match is available only if expressly offered with its own conditions.

7.1If a price or essential description appears incorrect, we will explain the problem and seek your agreement to a correction. We will not debit an increased price without your express agreement. After confirmation, cancellation for an error is permitted only where legally justified; any amount paid for a lawfully cancelled service is refunded. Your other legal remedies remain available.

7.2Where a promotional code is offered, its eligibility, validity, exclusions and effect on the total price are shown with the offer. Refunds relate to the amount actually paid for the affected booking. We will not retrospectively remove a valid discount from a confirmed booking merely because the promotion has ended.

8.1Each Experience has its own cancellation policy, shown before payment and included in your confirmation. It states the free cancellation deadline, if any, later cancellation charges and any non-refundable elements. There is no general assumption that every Experience can be cancelled free of charge until 24 hours before departure.

8.2To cancel, use the cancellation facility identified in your confirmation or email hello@localgem.online. Include your name and booking reference if available. For a contractual cancellation deadline, the relevant time is when your request reaches the designated channel, not when staff read it. Keep evidence of submission. Our delayed acknowledgement does not make a timely cancellation late. Statutory withdrawal has the separate timing rules in the withdrawal notice.

8.3We will confirm cancellation and any refund due. If an acknowledgement does not arrive, contact us again. A request sent only to an unrelated social media account may not reach booking support in time. If our designated channel is unavailable, use another published contact channel and retain evidence; we will not rely on our own system failure to deprive you of a timely request.

8.4Changes of date, participant, language or group size depend on availability and the accepted booking conditions. We will explain any additional cost before you agree. The original booking remains in force until the change is confirmed in writing. Merely requesting a change does not cancel it.

8.5If no cancellation policy was supplied before you paid, you may cancel before the scheduled start for a full refund under these terms. We will not impose an undisclosed cancellation fee. A non-refundable description limits voluntary cancellation only as law permits; it does not remove rights when a service is cancelled, not delivered or otherwise legally defective.

9.1A statutory cooling-off right is distinct from an Experience’s contractual cancellation policy. The usual 14-day withdrawal right generally does not apply to leisure services scheduled for a specific date or period, such as dated leisure tours, workshops and theatre performances. We identify the applicable exception before you purchase.

9.2Passenger transport is subject to a different legal framework. Open-date products and separately supplied platform services require their own assessment. We do not treat every travel related purchase or our separate Platform agreement as automatically excluded from withdrawal rights.

9.3Where a statutory withdrawal right applies, the notice and form in Appendix A explain how to exercise it. Any more favourable mandatory rights remain available. Ending a separate Platform agreement does not itself cancel a confirmed dated Experience booking lawfully excluded from withdrawal; that booking remains subject to its cancellation policy and your other legal rights.

10.1An Experience may need to change or be cancelled because of unsafe conditions, venue closure, operational disruption or a minimum group size condition disclosed before booking. We will tell you as soon as reasonably possible and explain the available options. A minimum group condition must include any applicable cancellation notification deadline.

10.2If LocalGem or the Operator cancels the entire Experience, you may choose an available replacement or a full refund from LocalGem of the amount paid through LocalGem for the affected booking, including compulsory booking fees. You do not have to accept a voucher, account credit or replacement date.

10.3A significant change, such as a different date, principal activity, agreed language or a materially different meeting location, requires your agreement. If you reject it, you may cancel the affected booking for a full refund. Silence does not constitute acceptance. Necessary minor adjustments may be made where the essential agreed service is preserved; we will communicate them where reasonably possible.

10.4If an Experience is only partly delivered or materially differs from what was promised, contact LocalGem so we can arrange an appropriate remedy, including a proportionate refund, repeat performance where suitable, or another remedy required by law. These terms do not restrict additional compensation where legally due.

11.1Severe weather, official restrictions, strikes, fires and similar events can affect travel and activities. We and the Operator will take reasonable steps within our respective responsibilities to inform you and reduce the effects. Such events do not automatically entitle anyone to retain payment for an Experience that is not provided; sections 10 and 12 continue to apply.

11.2If the booked Experience remains available but your own journey is disrupted, your cancellation policy normally applies, subject to mandatory law and any additional assistance agreed. Tell us promptly so we can explore options. Reimbursement of separate travel or accommodation costs depends on the circumstances and applicable law; it is not automatically included in an Experience refund.

12.1Contact LocalGem about refunds of payments made through our checkout. We will coordinate with the Operator and payment provider. A refund already owed under these terms is not conditional on LocalGem first recovering the money from the Operator.

12.2We will initiate an owed refund without undue delay and no later than 14 calendar days after entitlement arises, or sooner if required by law. For statutory withdrawal, the applicable period runs from notice of withdrawal as explained in Appendix A. We will confirm initiation; your bank may need additional time to display the credit.

12.3We use the original payment method unless you expressly agree another method without extra cost. We do not deduct our payment processing costs from a full refund owed under these terms. For a partial refund, we explain the calculation and any charge permitted by the accepted cancellation policy and law.

12.4You may use lawful payment dispute and chargeback procedures. We may provide the payment provider with relevant booking and fulfilment records as permitted by law. You are not entitled to recover the same payment twice, but an unresolved support request does not prevent you from exercising payment rights.

13.1Arrive at the stated meeting point by the check-in time, with the ticket, identification, clothing and equipment specified before booking. You are responsible for your own travel documents and entry arrangements. If delayed, use the Operator’s day-of contact in the confirmation and contact LocalGem if you need booking help.

13.2Late arrival or non-attendance may prevent participation. Any disclosed late arrival or no-show policy applies subject to law and the circumstances. Incorrect instructions from LocalGem or the Operator will not automatically be treated as your fault. There is no automatic right to delay a group’s departure or obtain a replacement departure.

13.3Follow reasonable safety instructions, venue rules and local law. An Operator may refuse or end participation for threatening behaviour, serious intoxication, a genuine safety risk or failure to meet an essential requirement clearly disclosed before booking. Refund consequences must be proportionate, consistent with the accepted conditions and lawful; exclusion does not automatically justify retaining every payment.

13.4Check physical demands, age limits, accessibility and equipment requirements. Tell us about relevant assistance needs or dietary restrictions before booking so arrangements can be confirmed. A tasting is not guaranteed allergen-free unless expressly confirmed. Provide only information reasonably needed for the request, through the contact route we identify. We do not require a general waiver of responsibility for injury.

13.5Personal travel or accident insurance is not included unless the listing expressly states otherwise. Any insurance described as included has its own disclosed coverage and exclusions. Personal insurance is separate from the Operator’s legal obligations and does not replace your rights against a responsible business.

14.1Admission and performance listings specify the date or validity period, venue, ticket category and any identification or entry restrictions. A voucher may need to be exchanged for a ticket if this is stated before purchase. Do not duplicate a ticket or transfer it contrary to its disclosed conditions. Operator cancellation remains subject to section 10 even for tickets sold as non-refundable.

14.2Transfer listings identify pickup arrangements, passenger and luggage limits, included waiting time and any disclosed charges for additional waiting or changes. Supply accurate flight or ship details where requested. Extra costs require prior disclosure or your agreement. An Operator delay and a passenger delay will be assessed separately.

14.3A sightseeing bus ticket covers the service, validity and routes described at checkout. It is not a guaranteed airport or port transfer unless sold as one. Published times may be estimates where clearly identified as such. Mandatory passenger rights and remedies remain applicable to the relevant transport service.

15.1LocalGem’s guides, local tips and curated selections help you plan. They are not an exhaustive directory or a customer star rating system. Descriptions such as local or hidden reflect editorial selection and do not promise a crowd-free location or a particular personal experience. A listing does not by itself mean LocalGem operates, books or has a commercial arrangement with that place.

15.2Opening hours, music schedules, menus, transport timetables, access conditions and availability can change. Verify details that are essential to your visit with the venue or official source. We will take reasonable care with information we publish and address reported material errors. This section does not excuse misleading descriptions of bookable Experiences.

15.3Where a placement is paid advertising or sponsored, it will be identified as such. Where search results are ranked, information explaining their main ranking factors and any paid influence will be available with the search function. Booking availability and a place’s inclusion in an editorial guide are separate matters.

15.4Maps, walking distances and journey times are approximate. Location suggestions depend on the accuracy of your device or the location you enter. Follow signs, current conditions and official instructions. A route suggestion or safety note is not a guarantee that a location is safe or accessible at a particular time.

16.1Where the concierge uses AI or another automated system, we identify that interaction. Replies may be incomplete, outdated or incorrect. Check essential travel facts and the confirmed booking details before relying on them. A concierge conversation alone does not reserve an Experience, take payment or amend a booking.

16.2You may use a manually entered location where the feature supports it instead of sharing precise device location. Location permissions and relevant data use are explained in the Privacy Policy. Do not send full card details, identity documents or unnecessary sensitive health information through a general concierge chat.

16.3Hospital and pharmacy listings, including on-duty information, are directory aids and are not medical advice, diagnosis or emergency assistance. Schedules can change; confirm with the provider or official source. In an emergency in Greece or elsewhere in the EU, call 112. Our support inbox and concierge are not monitored as emergency channels.

17.1Our Privacy Policy, linked on the Platform and made available before personal data is collected, explains the handling of account, booking, location and support data, necessary sharing with Operators and service providers, retention, and your rights. Our cookie information and available cookie controls explain cookies and related choices. These terms do not replace those notices.

17.2Accepting these terms does not by itself constitute consent to optional marketing, non-essential cookies or unnecessary sharing of sensitive data. We send transactional messages needed to handle your booking to the contact details you provide. Keep those details current and check for time-sensitive updates.

17.3If you provide another participant’s information, ensure you have a lawful basis to share it and make the Privacy Policy available to them. We will not publish your private feedback, photograph or testimonial as marketing without an appropriate separate permission or other lawful basis.

18.1LocalGem and the relevant rights holders retain rights in protected text, images, branding, software and design. You may use the Platform for personal travel planning and keep copies of your booking records. Commercial reproduction or distribution of protected material requires permission unless the law permits it.

18.2Third-party sites and map services may have their own terms and privacy notices. Their involvement does not remove LocalGem’s responsibilities for services we undertake to provide. Tell us about suspected intellectual property infringement or unlawful Platform content at hello@localgem.online, identifying the content and your concern.

18.3Maintenance, faults and connectivity problems may interrupt access. We will use reasonable care in operating the Platform and provide updates or corrections where required by law. Save your booking confirmation for offline access. An interruption or withdrawal of a Platform feature does not extinguish an existing booking or refund entitlement; contact us through the published support channels.

19.1LocalGem is your contractual seller for purchases made through its checkout under these terms. We remain responsible for fulfilling our contract with you, including where an Operator delivers the Experience. The Operator is responsible for its own acts and omissions and for the operational duties that apply to it by law. You may contact LocalGem about any booking, delivery or refund issue; you are not required to pursue the Operator first before asserting your rights against LocalGem. Any direct rights you have against the Operator are preserved.

19.2Nothing here excludes or limits liability for fraud, deliberate wrongdoing, gross negligence, death or personal injury where liability cannot lawfully be limited, or any other responsibility that cannot legally be excluded. No blanket waiver of consumer rights, general release for injuries or automatic cap equal to the ticket price is imposed by these terms. Liability and any entitlement to damages are assessed under the applicable law and facts.

19.3These terms are written for individual Experience bookings. If an actual transaction constitutes a package or linked travel arrangement, the mandatory protections for that arrangement apply regardless of the name used on the Platform. These terms do not replace any required package information, financial protection or additional contractual documentation.

20.1If something goes wrong during an Experience, tell the Operator promptly where practical so it can help. You may also contact LocalGem directly. Send a complaint to hello@localgem.online with your booking details, a description of the issue and relevant supporting information. Prompt reporting helps establish what happened but is not an artificial short deadline extinguishing your legal rights.

20.2We aim to acknowledge complaints within five working days and provide a substantive response within fifteen working days. If more time is needed, we will explain why and give an expected response date. These targets do not extend a refund deadline or prevent urgent legal action. Working days for these support targets are Monday to Friday excluding Greek public holidays.

20.3If a dispute remains unresolved, you may seek help from the Greek Consumer Ombudsman at https://www.synigoroskatanaloti.gr/en, subject to its competence and procedures. For eligible cross-border matters, your European Consumer Centre may assist. We will provide any additional alternative dispute resolution information and participation statement required by applicable law. These terms do not require mediation or arbitration before you exercise court rights.

21.1You may request account closure through hello@localgem.online. Account closure is separate from cancelling an Experience. It does not by itself cancel confirmed bookings, remove payment obligations for services properly supplied, or extinguish refunds and other legal rights. We will provide a way to manage outstanding bookings without continued account access.

21.2We may restrict access where reasonably necessary to address fraud, serious misuse, security risks or a legal requirement. Where lawful, we will explain the reason and how you can ask us to review a mistake. Restrictions will be proportionate. If a booking cannot lawfully proceed, we will explain what happens to it and to any payment, subject to applicable law.

21.3Account closure does not require deletion of records we must lawfully retain. Personal data retention and deletion requests are addressed in the Privacy Policy.

22.1Greek law governs these terms. Where applicable consumer conflict of law rules protect you, this choice does not deprive you of mandatory protections under the law of your habitual residence. Court jurisdiction follows applicable law, including any right you have to bring proceedings where you live. These terms do not impose an exclusive foreign court, compulsory arbitration or a waiver of collective remedies.

22.2The version accepted when you book governs that booking. Updates apply prospectively and will carry an effective date. Material changes to an ongoing Platform agreement will be notified appropriately, with consent obtained where required. Changes do not retrospectively reduce existing booking rights unless a binding legal rule requires it or you expressly agree where lawful.

22.3If a provision is invalid or unenforceable, it will not apply to the extent of that invalidity; the remainder continues where legally possible. An invalid consumer term will not be rewritten merely to preserve an unlawful commercial result. Failure to enforce a right immediately does not itself waive it.

22.4We will not transfer our contractual responsibilities in a way that reduces your guarantees without any consent required by law. Ticket transfers and participant changes remain subject to section 8.4. Mandatory rights to transfer or pursue claims are preserved.

22.5These terms are provided in English. Any published language versions must accurately reflect the same agreed conditions. Mandatory language rules and consumer rights concerning unclear or misleading translations prevail. Contact us before booking if you need help understanding a condition.