Terms and Conditions

Privacy Policy

We respect your data and your privacy.
We do not store credit card details nor do we share customer details with any 3rd parties.
Your telephone number is taken when booking so that we can contact you, if for some reason you are late attending the start of the tour and need us to wait.

Payment Flow and Delivery Policy

As soon as you have made a booking for any of our experiences, you will receive confirmation follwed by an email containing your digital tickets and details of where to meet.
You do not need to print out your tickets, simply inform the guide of your surname when you arrive.
For physical items bought from our shop, these items will be packaged and sent from the post office within 24 hours of receiving the order.

Refund / Cancellation Policy

For returns of physical items, we adhere to the UK law under the Consumer Rights Act 2015, where customers may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described.
We can also accept returns for clothing that may have been purchased in the wrong size, although you will have to pay the postage for returning the item.
Please contact bookings[at]wherethewall.com to inform us of your intention to return a physical item.
The returns address is:
Returns,
Wear The Wall Ltd,
80 Stokes Croft,
Bristol.
BS6 5AN

For refunds on experiences that have been booked, we can issue a refund two weeks before the experience you have booked is due to take place. Less than than two weeks before a tour, we may charge an administration fee of £25 to refund the booking, but can change the date of your booking.
We will only be able to change the time and date of your booking once, before an administration fee is charged.