House Rules

Dragon

Payment

Fees are set out clearly in advance for each walk, either on the web pages or (in the case of private walks) in correspondence with Cardiff History and Hauntings. It is the responsibility of customers to ensure that payment is made on booking (or in the case of private walks, as agreed with Cardiff History and Hauntings). 

Customers on public walks whose payment has not been received and cleared by the time of the walk will be charged the FULL RATE IN CASH before being admitted to the walk. Any payment by cheque or postal order still in transit will be subsequently returned uncashed.  Bookings for private walks which have not been settled as agreed in advance of the walk will be deemed to have self-cancelled.

We reserve the right to levy an administration charge of £20 per hour where customers have to be chased for payment.

Weather Conditions
Tours will take place regardless of weather conditions, unless they present a risk to health and safety or, in the case of Llandaff, rain is heavy or prolonged enough to make the route unmanageable.  Should the weather situation suggest cancellation is necessary then CHH will contact those with bookings as soon as possible and a full refund or rescheduling will be offered. Rain or cold alone does not constitute a valid reason for cancelling a tour and should you wish to cancel then CHH regrets that a refund cannot be made. CHH cannot accept responsibility for wasted journeys to a walk which has been cancelled from ticket holders who have not provided appropriate or correct contact information as requested to do so on booking.

Cancellation / Refund Policy
Should you wish to cancel your tour CHH will refund payment made providing reasonable notice is given*. For individuals and small groups (ie 1-4 people) 24 hours notice is required (48 hours in the case of a private booking). For groups of 5-10 people 72 hours before the start time of the walk is required to receive a full refund. For cancellations greater than 10 people a minimum of one week is required to secure a full refund. Cancellation after these limits will receive only a partial or zero refund depending on the timing of notice and the size of the group.

*This only applies where a booking is made directly with Cardiff History and Hauntings.  If booking through a third party please check their cancellation policy. 

CHH reserves the right to cancel the tour in case of illness of the tour leader or any other circumstances beyond our control.  In the case of a tour being cancelled every effort will be made to contact you in advance and a choice of full refund or rescheduling will be offered. 

NO ALCOHOL TO BE BROUGHT ON A WALK.  In addition CHH will refuse to take anyone on a tour who is, or appears to be, under the influence of excessive alcohol or any other intoxicating substance, or anyone whose behaviour is detrimental to the enjoyment of other tour participants, or a risk to their own or others' safety. 

CastleChanges to your walk
Sometimes circumstances beyond CHH's control dictate a last minute change to part of the route.  Should this occur, an alternative route of equal quality and value will be adopted where possible. The aim of CHH is that you leave having had a wonderful experience and wanting more.

Come prepared
Please ensure you are dressed appropriately.  For the Cardiff city centre and Castell Coch walks that means comfortable walking shoes, and clothing appropriate to the time of year and weather. For the Llandaff ghost walk, part of the route involves footpaths and uneven surfaces.  Parts of the route may at times be muddy, or overgrown.  Therefore good outdoor walking shoes / wellies and outdoor clothing are strongly advised.  The Margam Ghost Walk covers exposed routes and can be cold so warm clothing/overcoats are recommended.  The Cardiff Castle Ghost Tour is indoors except for transit between buildings so comfortable flat soled shoes/trainers/sneakers are recommended.

For the ghost walks, if you have a torch, please bring one, if you do not have a torch, please let us know when you book!

Safety
No matter how much you will be looked after on your visit, ultimately you are responsible for your own personal safety at all times. CHH also asks that you remain vigilant at all times and keep your personal possessions safe. CHH can accept no responsibility for any loss of possessions or for any injury caused by your not taking care when crossing roads or not watching out for obstructions.

SolAccessibility
The city centre history tours are flat and accessible for wheelchair users.

The rooms at Castell Coch are not wheelchair accessible although the exterior and courtyard are accessible, from which the building can be viewed and you can enjoy hearing the story of the Bute family’s fantasy about this place. Interactive displays illustrate the interiors.  However, it means that the Castell Coch Tour is not wheelchair accessible because every room requires the ascent of steps to gain entry.

It is regretted that the Llandaff Ghost Walk has uneven surfaces, slopes and unpredictable (ie weather dependent) surfaces and is not wheelchair/pushchair/triwalker accessible.

The Margam Ghost Walk is mostly on hard tarmac and solid surfaces, but does involve ascent of the drive and steps both outside and inside the castle.  The route is not wheel chair accessible.

The Cardiff Castle Ghost tour involves ascent and descent of stairs inside the castle.  The route is safe but not wheelchair accessible and is not recommended for those with a physical impairment (eg using crutches, or unsteady).  The steps to the Black Tower and Norman Keep are steep but solid and require care to be taken at all times.

Toilet Facilities (Llandaff Ghost Walk)
Toilet facilities are very limited on the Llandaff Ghost Walk.  There are pubs that you can go in to but it is up to the pubs whether they wish to allow you to use their toilets. Please ensure that all necessary toilet stops have been made BEFORE you arrive for the walk as we will not be able to stop for a toilet break once the walk has started.

Toilet Facilities (Margam Ghost Walk) 
Toilet facilities are at the rear of the castle and there is an opportunity after one hour for a break should participants wish to use the facilities.  

Toilet Facilities (Cardiff Castle) 
Toilet facilities are available adjacent to the Black Tower (gents) and at the foot of the Clock Tower (ladies). Toilet facilities will not be available inside the main house during ghost tours.

Privacy statement

The online booking system involves the collection of essential contact information: name, address, e-mail, phone number.  This is so that we can contact you in an emergency (eg a walk cancelled at short notice) or in case there is a problem with payment.  You also have the option to receive occasional e-mails from Cardiff History and Hauntings about new walks, tours and events. Your data is held on our secure database and is not shared under any circumstances with any other party without your express permission.  Your details can be deleted on written request, after you have undertaken the walk or tour for which you have booked. To request removal of your details please click here and in the message box enter “delete details”  

The bottom line: It is the aim of Cardiff History and Hauntings that you fall in love with Cardiff and Wales and want to tell the world about your time here.  Let’s just get the formalities out of the way first!