- Who started GetYourGuide and where it's based
- GetYourGuide is an intermediary, not the tour operator
- GetYourGuide cancellation policy: the 24-hour rule
- Getting help from GetYourGuide customer service
- The 2025 Colosseum ticket fine involving GetYourGuide
- Booking travel for work or a team with GetYourGuide
- Spotting fake GetYourGuide messages
- GetYourGuide at a glance
- So, is GetYourGuide legit?
- Frequently asked questions
GetYourGuide is a real, privately held company founded in 2009 and based in Berlin, which sells tours and activities run by independent suppliers. Its terms say it acts as an intermediary and that your booking contract is with the supplier. Cancellations more than 24 hours ahead get a full refund unless the activity's own terms say otherwise.
A day trip or a skip-the-line ticket booked on your phone is exactly the sort of purchase where you want to know who you're really paying and what happens if the plan changes. GetYourGuide is one of the biggest names for this, so I read its own terms and about page, along with Wikipedia, to see what the company says about itself and where your rights sit.
Who started GetYourGuide and where it's based
According to Wikipedia, GetYourGuide was founded in 2009 in Zurich, Switzerland, by Johannes Reck, Tobias Rein, Martin Sieber, Pascal Mathis and a fifth co-founder, as Wikipedia lists them. It moved its headquarters to Berlin in 2012 and is a privately held company. Its own about page says it offers over 150,000 experiences in 12,000 cities and calls them locally-vetted, expertly-curated experiences.
So there's a real company with a long history behind the listings. The next question is what role it plays when you book.
GetYourGuide is an intermediary, not the tour operator
This is the single most useful thing to understand. GetYourGuide's terms, in Section 1, say it operates the platform as an intermediary and acts as a commercial agent for the suppliers. Section 3.1 goes further. It says the booking contract is concluded exclusively and directly between you and the supplier, and that GetYourGuide doesn't offer any activities itself and doesn't become your contractual partner.
In everyday terms, the walking tour, boat trip or museum entry is provided by an independent business, and GetYourGuide is the shop window and payment desk. That's a normal arrangement for a booking platform, and it explains why quality varies between listings. Reviews and the supplier's details on the listing deserve a careful read.
GetYourGuide cancellation policy: the 24-hour rule
GetYourGuide's about page says bookings can be cancelled free of charge up to 24 hours beforehand. The terms give the detail in Section 10.4, which applies unless the activity, the supplier's terms or a voucher say otherwise.
- Cancel more than 24 hours before the start: full refund of the booking price.
- Cancel within 24 hours of the start, or don't show up: no refund.
- Cancellations must be made through the GetYourGuide platform.
- What counts is when GetYourGuide receives your notification, not when you meant to send it.
Refunds go back to the original payment method, according to Section 10.5. If a supplier cancels because of circumstances beyond its control, Section 16.4.1 says the booking price paid for the cancelled activity will be refunded. Always check the cancellation line on the specific listing before you book, because that's where an exception would appear.
Getting help from GetYourGuide customer service
The terms say customer service typically responds within 24 hours, and at the latest within 48 hours, and that you can also message the supplier directly through the supplier-customer chat. If an activity is cancelled or something goes wrong, use the platform's messages first and keep screenshots of the listing and your booking confirmation.
Because your contract is with the supplier, some problems end up being between you and them. The terms also limit GetYourGuide's responsibility for suppliers' actions, so read the liability sections for your country. I'm not a lawyer, so for anything serious, ask a qualified adviser.
The 2025 Colosseum ticket fine involving GetYourGuide
Wikipedia reports that in 2025 the Italian Competition Authority fined the company, along with several others, for profiting from resold Colosseum tickets and making it harder for tourists to buy tickets at face value. I'm only passing on what Wikipedia says, and I haven't seen the authority's decision. It's a useful reminder that for famous attractions, you can compare the platform's price against the venue's own ticket page before you buy.
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Booking travel for work or a team with GetYourGuide
If you're organising a client day out or a team trip, keep the cancellation window in your calendar, because a missed 24-hour deadline is the difference between a refund and none. If you're planning a trip that includes a few activities, my guide to planning a first ski holiday shows how many small bookings add up, and the hidden risk zones in hotel rooms is worth a read for the nights in between.
Spotting fake GetYourGuide messages
Scam emails and texts like to copy travel brands. Don't pay anyone who messages you outside the platform, don't follow links asking for card details to "confirm" a booking and use the official app or site to check your booking. Cancellations are meant to go through the platform, so a request to cancel by transferring money elsewhere is a red flag.
GetYourGuide at a glance
| Question | What GetYourGuide's pages and Wikipedia say |
|---|---|
| Founded | 2009 in Zurich, now Berlin-based |
| Role in a booking | Intermediary and commercial agent for suppliers |
| Who the contract is with | You and the supplier |
| Free cancellation | More than 24 hours before the start, unless the listing says otherwise |
| Refund method | Original payment method |
| Customer service reply time | Typically 24 hours, at the latest 48 hours |
| Scale | Over 150,000 experiences in 12,000 cities |
So, is GetYourGuide legit?
Yes, it's a real, long-established company with published terms. The sensible approach is to read the listing's cancellation line, remember the 24-hour rule and keep your booking inside the platform. Pack for the trip too; my travel backpack guide might help.
Frequently asked questions
Is GetYourGuide legit?
Yes. It's a privately held company founded in 2009 and based in Berlin. It sells tours and activities that independent suppliers run.
Is GetYourGuide the tour operator?
No. Its terms say it operates as an intermediary and commercial agent, and that your booking contract is concluded directly between you and the supplier.
Can I cancel a GetYourGuide booking?
Its terms give a full refund for cancellations more than 24 hours before the start, unless the activity, supplier terms or voucher say otherwise. Cancellations must go through the platform.
How fast does GetYourGuide reply?
The terms say customer service typically responds within 24 hours, and at the latest within 48 hours.
Where does my refund go?
Section 10.5 of the terms says refunds are issued to the original payment method used for the purchase.
Has GetYourGuide been fined?
Wikipedia reports that in 2025 the Italian Competition Authority fined it, with several other companies, over resold Colosseum tickets. Check the venue's own ticket page for popular attractions.
