faq

BOOKING

Can I book multiple tours at once?

Of course! You can add as many tours as you like to your cart. Once you’ve made your choice, you can proceed to check-out and book them all at once. You can also modify the dates, times and amount of people in your party for a given tour before you complete the reservation.

Do I need to purchase museum tickets myself?

No, museum tickets are included in the price; your guide will have them for you. As ticket costs are included, the final price of a museum tour usually depends on the amount of guests in your party (some museums, however, work with flat rates). It is calculated directly as you indicate the number of people.

What if the suggested date or time don't suit me?

Don’t hesitate to contact us directly, we’ll work out a solution to best fit your availability.

What happens once my tour is booked?

Once your payment is authorized by your bank, you’ll receive an E-mail confirmation with the details of your booking, including:

  • Your order status
  • Your tour’s date and start time.

Within the following 24 hours, we’ll send you another email containing the information about meeting point and other instructions, as needed.

Do I get a receipt?

Yes, we’ll email you a receipt including the details of your purchase and a confirmation of your transaction.

Can I modify my booking?

Once your purchase is completed, if you’d like to make changes to your reservation, you’ll need to contact us directly. The general rule is that we’ll cancel you previous order and ask you to you make a new reservation, as long as your new options are available. Please check our Terms and Conditions for further information on modification and cancellation.

Can I cancel a booking?

You can cancel a tour on flexible conditions, except for non-privatized tours of temporary exhibitions*.

  • Cancellation 48 hours or more before the scheduled tour date/time: booking fully refunded.
  • Cancellation less than 48 hours before the scheduled tour date/time: no refund can be made.

*Non-privatized tours of temporary exhibitions cannot be refunded, regardless of the cancellation date.

What happens if I made a mistake during the reservation?

It happens! If you made a mistake (the amount of guests, the time, the date), please contact us as soon as possible. We’ll do our best to fix your reservation or refund you.

Can I use the Paris Museum Pass?

Our tour prices include the tickets, so you won’t need a Museum Pass with us. We regret that we cannot offer refunds to visitors who have a Museum Pass.

PAYMENT

How do I pay for the tours?

We accept online payments with credit cards, processed through PayPal: Visa, MasterCard, Discover, or American Express. You can also pay with a bank transfer from your account. If you wish to use another payment method (checks, cash…), please contact us, we’ll do our best to find a solution.

How does your payment system work?

Credit card payments are powered by Stripe, a leader in online payment solutions. We accept Visa, MasterCard, American Express and Diner’s Club. You may also pay with PayPal.

Is my payment data secure?

We take the protection of your personal data very seriously. We utilize encryption in all communications through payment pages. All payments are processed by leading payment processor partners: WooCommerce, Stripe, and PayPal. Your confidential data is securely encrypted with Let’s encrypt.

In which currency will I be billed?

All purchases on our site are processed in Euros (€). If your country does not use Euros, your bank will automatically convert this price to your country’s currency when you are charged. However, the invoice you will receive from City Smart Way will include the price in Euros.

What percentage of the total amount is charged upon booking?

Most often, you are charged 100% of the price immediately upon booking your tours. However, we can arrange for a staggered payment for custom-made tours.

Are your prices inclusive of VAT? Can I claim it back later?

Yes, our prices include a 20% VAT rate. Unfortunately, you won’t be able to claim it back, as our tours are considered a service rather than consumer goods.

How can I be sure my payment was completed?

You’ll receive a payment confirmation by E-mail.

Under which name will my purchase appear on my bank statement?

Your statement will indicate your purchase with us under the name “City Smart Way”.

What do I do if my payment is declined?

First of all, please make sure that you have correctly filled out your personal and billing information. If that is correct, your transaction may have been temporarily blocked by your bank as a fraud prevention method. We suggest that you get in touch with your bank as soon as possible to resolve the issue. Alternatively, you may like to try paying with a different credit card. If the problem persists, please contact us.

HOW THE TOURS WORK

In which language will the tour be offered?

Our tours are primarily offered in English. If you’d like to request a tour in another language, please contact us directly. We can usually arrange for tours in French, Russian, Italian, and Spanish.

Where does the tour start?

The tour starts at the meeting point that will be emailed to you shortly after your reservation is completed. Don’t worry, it’s always clear and easy to find! Your guide will be waiting you with a City Smart Way placard. In order for your tour to start at the correct time, we ask you to make sure that you arrive 5-10 minutes early where possible. If you are running late, please call us at the mobile number provided in the meeting instructions that you’ll receive by email.

Will I have priority access?

Yes! That’s one of the good reasons to choose City Smart Way. After meeting your guide, you will use an entrance for visitors with prepurchased tickets. Please bear in mind, however, that security checks are required for all visitors, even those who have priority access.

What if I’m late for my tour?

Your guide will wait for you at the meeting point for up to 20 minutes. Should you show up late, your tour may be shortened in order to finish at the initial scheduled time.

For clients who arrive more than 20 minutes after the scheduled start time, unfortunately we have to consider this as a cancellation with no possible refund. We might be able to reschedule the tour if the guide is available, with an additional fee to be paid before the tour starts.

What if the weather is bad on the day of my walking tour?

Our walking tours are maintained regardless of the weather (except force majeure). On the other hand, our guides will try to adjust the tour where possible in order to keep you out of the rain. Please be sure to have weather appropriate clothing and comfortable shoes. Refunds are not available for weather cancellations less than 48 hours before the scheduled day/time of the tour.

Can I take photos in the museums?

It depends on the museum. Some museums are fine with taking pictures, others forbid that. Better check with us first!

Are your tours suitable for children?

We offer several tours specifically designed for families, with children in mind. You can find them under the label “Parents accepted”.

Most of our other tours can be adapted for younger guests, please don’t hesitate to leave us a note when booking or contact us.

Are your tours suitable for people with disabilities?

Most Parisian museums and monuments offer facilities and specific arrangements for visitors with disabilities. Our guides received appropriate training and are experienced with welcoming all guests. Most walking tours, too, can be adapted for disabled clients. However, some particular walking tours, such as the tour of Montmartre, might present difficulties for guests with limited mobility (cobblestones, narrow streets, steep stairs). Please contact us prior to booking your tour, so that we could adapt the route and ensure you the best possible service.

You can find a list of Parisian museums with the Tourism & Handicap label, as well as other venues adapted for disabled guests, here.

Should I tip my guide?

Our prices are all-inclusive, so you don’t have to. However, a tip is a great way to show your guide that you liked his/her work, so your generosity is always highly appreciated.

How can I provide feedback?

Your feedback is most welcome! You can rate your tour on TripAdvisor, on our website (the tour’s page), or leave us a comment on Facebook. Of course, you can also contact us directly. We’ll gladly take any comments, positive or negative, as an opportunity to improve our service.

What is City Smart Way has to cancel a tour?

If circumstances beyond our control force us to cancel a tour (check our Terms and Conditionsfor more information on force majeure), unfortunately, we won’t be able to refund you.

However, if we have to cancel a tour due to reasons within our responsibility (such as a guide being sick or a reservation mistake), we will refund you entirely and offer a rescheduling option.

ABOUT CITY SMART WAY

What is City Smart Way ?

City Smart Way is a French SAS company (a limited liability company by shares) registered at the Registre de Commerce et des Sociétés de Paris (the Trade and Companies Register of Paris) under # 818 733 669. City Smart Way offers private guided tours, guided tours of temporary exhibitions, and selected associated services.

Is City Smart Way a travel agency?

We are not a travel agency, as we don’t offer tours longer than 24 hours or hotel reservations. Our field of expertise and main focus is guiding. We can, however, offer some associated services, provided by our trusted partners, in order to accommodate for specific requests: a car transfer, a cooking class, a themed conference, etc.

Who are the guides?

All our guides are qualified professionals with an official license. The tour guiding industry being regulated in France, only guides with a professional license (a university level diploma) are entitled to lead tours in French national museums and monuments.

Besides the founders, City Smart Way works with a network of trusted licensed guides, knowledgeable and enthusiastic about arts and history, all native or adopted Parisians.

How can I contact you?

Please feel free to leave us a message via the Contact form, and we can have a talk over E-mail, phone, Skype, or WhatsApp. We reply within 24 hours.

Can I be a City Smart Way guide?

We are always on the lookout for qualified guides! If you share our passion for bringing the richness, the zest, and the joy of Paris to people from all over the world, drop us a line via our Contact page.

Are you interested in partnerships?

Sure! We are interested in offers that can help us enriching our service. Please send us your proposition and we’ll reply as soon as possible.