Terms & Conditions
§ 1 Scope and Contracting Parties
These General Terms and Conditions apply to all services of Stadtrundfahrt Hamburg – Die Gelben Doppeldecker GmbH, Friedensallee 77a, 22926 Ahrensburg, Germany.
§ 2 Conclusion of Contract
Depending on the booking type, the contract is concluded as follows:
- Online ticket shop: The contract is concluded as soon as you complete the order process and payment has been made.
- Purchase directly on the bus or at authorised resale outlets: The contract is concluded upon purchase of the ticket.
- Bus charter / individual enquiries: An enquiry does not yet constitute a contract. The contract is concluded only once we confirm the charter in writing.
By purchasing a ticket, you accept these Terms and Conditions.
§ 3 Our Services
The scope of our services is determined by the respective booking and the service descriptions presented online or by our staff on site at the time of ticket purchase.
City tours: The service includes the provision of the city tour in the form booked (e.g. with audio guide or live commentary) as well as – where offered – the use of the hop-on/hop-off system at the designated stops along the route.
When booking a tour with audio guide, commentary may additionally or alternatively be provided by a tour guide or the onboard staff where this makes sense organisationally. In such cases, there is no entitlement to an exclusively specific form of commentary.
When booking a tour with live commentary, you are entitled to guided commentary by a tour guide or the onboard staff. Should a live commentary exceptionally not be possible, we reserve the right to offer an equivalent alternative or to refund a proportionate share of amounts already paid.
Transfers: For booked transfers, we provide a vehicle with driver.
Special tours with city tour: For special tours that include a city tour, we provide a vehicle with driver as well as a tour guide.
All services are carried out taking into account the respective traffic, weather and organisational conditions.
Our services do not include the supervision of passengers, luggage or personal items. Each passenger is responsible for these themselves.
§ 4 Prices and Payment
- The prices valid at the time of booking apply.
- For online bookings, payment is made directly during the order process via the payment methods offered.
- Tickets purchased directly on the bus are payable on purchase in cash or by card.
- For bus charters, the individually agreed payment terms apply.
- All prices include the applicable statutory VAT unless otherwise stated.
§ 5 Tickets and Use
Your tickets entitle you to participate in the city tour booked.
As a rule, you can board the bus of your choice. However, there is no entitlement to a specific seat or to board a specific bus.
You may board and disembark at the designated stops (“hop-on/hop-off”). Onward travel is subject to available seats.
In exceptional cases – in particular during high demand or vehicle breakdowns – it may be necessary to wait for the next bus.
Tickets are non-transferable and valid only for the number of people stated on the ticket.
Tickets are valid only on the date stated on the ticket. Use must take place within the operating hours in effect at that time.
Tickets must be shown to our staff upon request.
Please note: Traffic, events or other external circumstances may lead to deviations from the schedule. There is no entitlement to specific departure or arrival times.
§ 6 Validity, Cancellation and Rebooking of Vouchers, Tickets and Reservations
(1) Vouchers
Tickets purchased in the online shop or at authorised resale outlets are vouchers without a fixed date of use.
The voucher entitles you to have it converted into a day ticket on the day of first use. To do so, the voucher must be presented in digital or paper form when boarding the bus.
Upon redemption, a day ticket is issued that entitles you to use the city tour within the hop-on/hop-off system at the designated stops along the route on the day in question.
Statutory right of withdrawal: As the online voucher does not specify a fixed date of use, you have a statutory right of withdrawal of 14 days from conclusion of the contract. For details, please see the withdrawal instructions in § 11. The right of withdrawal expires upon full performance of the service, in particular upon redemption of the voucher into a day ticket and use of the city tour.
Additional goodwill arrangement: Beyond the statutory right of withdrawal, we offer as a goodwill gesture the option to cancel the voucher until redemption, but no later than 30 days from the date of purchase. The refund is made without a processing fee via the original payment method.
After redemption or expiry of the aforementioned periods, a refund is excluded. The voucher remains redeemable within the statutory limitation period (§ 195 BGB, 3 years).
For vouchers purchased via authorised resale outlets, cancellation and return are handled exclusively by the respective resale outlet and subject to their terms. Once a voucher has been redeemed into a day ticket, cancellation or refund is excluded, regardless of the place of purchase.
(2) Tickets Purchased On-Site
Tickets purchased directly on the bus are generally valid for immediate commencement of travel, unless otherwise agreed with the onboard staff.
Subsequent cancellation or refund is excluded. This also applies if the trip is not taken for personal reasons (e.g. illness, lack of time or other individual circumstances).
By purchasing a ticket, passengers commit bindingly to participating in the city tour at the time of purchase.
(3) Reservations, in Particular for Groups
Reservations, in particular for groups, require a separate written confirmation from us.
With our written confirmation of the reservation, we reserve the corresponding seat capacity for the booked tour.
The reservation is binding. Even if tickets are only purchased on-site, the confirmed reservation obligates you to accept and pay for the reserved services.
Free cancellation is possible up to one day before the reserved date.
In case of no-show or short-notice cancellation, we reserve the right to charge the agreed price in full or in part.
§ 7 Cancellation of Bus Charters
If you cancel a booked bus charter, the following rules apply:
- up to 7 days before the start of service: free of charge
- from the 6th to the 2nd day before the start of service: 70 % of the agreed fee
- on the day of service or in case of no-show: 100 % of the agreed fee
The time of receipt of the cancellation is decisive.
§ 8 Withdrawal and Termination by the Provider
Stadtrundfahrt Hamburg – Die Gelben Doppeldecker GmbH is entitled to terminate the contract for good cause.
Good cause exists in particular in cases of force majeure (e.g. extreme weather conditions, official orders, events or exceptional traffic situations) that significantly impede, disrupt or prevent the performance of the service.
In such cases, we are entitled to cancel or adjust the service.
If a vehicle breaks down, we will provide a replacement where possible. If this is not possible, we will refund amounts already paid.
No further claims exist.
§ 9 Liability
We are liable in accordance with statutory provisions.
We are liable without limitation for damage to life, body or health resulting from a breach of duty by our company.
For other damage, we are liable only if we caused it intentionally or through gross negligence, or if an essential contractual obligation has been breached.
In the event of a breach of essential contractual obligations, liability is limited to the typical, foreseeable damage.
§ 10 Conduct on Board
Instructions by our onboard staff must be followed at all times.
Passengers are required to remain seated while the bus is in motion.
Leaving one’s seat and using the stairs between upper and lower deck while the bus is in motion is at one’s own risk. In such cases, a safe hold must always be ensured; the handrails provided must be used.
Passengers must behave in a way that does not impair the safety or course of the journey. In particular, alcohol-induced, aggressive or otherwise disruptive behaviour is prohibited.
Parents and legal guardians are required to fulfil their duty of supervision and, in particular, to ensure that children remain seated during the journey and do not move around the vehicle in a hazardous manner.
In the event of violations of these rules or endangerment of safety, we reserve the right to exclude passengers from transport. In such cases, no refund will be granted.
§ 11 Right of Withdrawal
Tickets with a fixed date of use (e.g. purchased directly on the bus or at authorised resale outlets for a specific day): There is no right of withdrawal, as these are leisure services with a specific date within the meaning of § 312g (2) no. 9 of the German Civil Code (BGB).
Online vouchers without a fixed date of use: As the contract does not specify a specific date, a statutory right of withdrawal exists pursuant to § 312g (1) BGB in conjunction with § 355 BGB. The following withdrawal instructions apply:
Withdrawal Instructions
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day of conclusion of the contract.
To exercise your right of withdrawal, you must inform us
Stadtrundfahrt Hamburg – Die Gelben Doppeldecker GmbH
Friedensallee 77a, 22926 Ahrensburg, Germany
Phone: +49 (0) 4102 44339
Email: info@stadtrundfahrthamburg.de
of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or email). You may use the model withdrawal form attached at the end of these Terms, but it is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
Expiry of the right of withdrawal
The right of withdrawal expires in the case of a contract for the provision of services upon full performance of the service. In particular, the right of withdrawal expires upon redemption of the voucher into a day ticket and commencement of the city tour, where we began performance with your express consent before the end of the withdrawal period and you acknowledged that you would lose your right of withdrawal upon full performance of the contract by us.
Model Withdrawal Form
(If you wish to withdraw from the contract, please fill out this form and return it to us.)
To:
Stadtrundfahrt Hamburg – Die Gelben Doppeldecker GmbH
Friedensallee 77a, 22926 Ahrensburg, Germany
Email: info@stadtrundfahrthamburg.de
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the purchase of the following goods (*) / the provision of the following service (*):
- Ordered on (*) / received on (*)
- Name of consumer(s)
- Address of consumer(s)
- Signature of consumer(s) (only if this form is notified on paper)
- Date
(*) Delete as appropriate.
§ 12 Place of Jurisdiction and Applicable Law
The law of the Federal Republic of Germany shall apply.
For businesses and registered merchants, the place of jurisdiction is Hamburg.
Last updated: 22 April 2026