Website Terms of Hire for Radio‑Guide Equipment

Last Updated: 18 June 2025

These Terms govern every online booking for the hire of radio‑guide equipment placed on tourguide.systems (the “Site”). By ticking the “I accept” box or otherwise completing a booking and making payment, you (“Client”) agree to be bound by these Terms with Demapal Ltd of 63 St Mary Axe, London EC3A 8AA (“Provider”).

Table of Contents

1. Key Definitions
2. Contract Formation
   • A. Conflicting Terms and Conditions
3. Delivery & Acceptance
4. Return, Waiting Time & Delays
5. Fees, Payment, Refunds
6. Client Responsibilities
7. Technician Services
8. Insurance or Deposit
9. Liability, Loss, Replacement
10. Force Majeure
11. Dispute Resolution
12. Privacy
13. General
14. Complaints & Escalation
15. Intellectual Property, Exclusivity and Confidentiality

1. Key Definitions

Equipment: Transmitters, receivers, microphones, headphones, and accessories listed in the Booking Summary.
Rental Period: From handover until the agreed return time.

2. Contract Formation

• Booking becomes binding once full payment is received and confirmation is issued.
• Provider may decline any booking prior to confirmation and refund all amounts paid.

2A. Conflicting Terms and Conditions

• The Provider expressly does not accept any third-party Terms and Conditions unless explicitly agreed in writing by a director of Demapal Ltd.
• Any reference to the Client’s purchase order, vendor system, or procurement platform does not override these Terms.
• These Terms shall prevail over any other pre-printed or automated terms.

3. Delivery & Acceptance

• Delivery may be made in person or to an authorised representative (e.g. concierge).
• If Client requires in-person handover, Provider will wait up to 15 minutes. During this time, attempts will be made to contact both the recipient and booking party via phone and WhatsApp. If contact is unsuccessful, Provider will leave and Client must arrange re-delivery at additional cost. A standard delivery fee will apply.
• Where delivery is made to a concierge or authorised party, Provider may take photos of the hotel exterior and the bag(s) being delivered. These serve as delivery confirmation.
• If Client receives the Equipment in person, delivery confirmation is not photographed unless requested. Provider may confirm delivery by follow-up email.
• If Provider fails to deliver the Equipment due to their fault (e.g. illness, traffic), Client is entitled to a full refund of the rental fee.

4. Return, Waiting Time & Delays

• Client must ensure return at the agreed time and location.
• ⏳ Waiting Fee: Provider waits up to 15 minutes. Beyond that, £100.00/hour (billed per 30 minutes) applies, subject to staff availability. If no one is available to return Equipment, re-collection must be rescheduled and a new collection charge applies.
• If re-collection occurs on a later day, £7.00/day per item late return fee will also apply.
• ⚠ The Provider does not accept any form of liquidated damages, penalties, or late-delivery fines. In all cases, total liability is limited to the amount paid by the Client for the affected booking.

5. Fees, Payment, Refunds

• All bookings must be paid in full in advance unless otherwise agreed in writing.
• The Provider does not accept post-service invoicing, monthly Vendor Bill Statements, or deferred payment schedules. Failure to receive payment before the Rental Period may result in cancellation without refund.
• Confirmed bookings are non-refundable. Additional Equipment may be requested and invoiced separately.
• Accepted payment methods include major credit and debit cards, bank transfers, and any other method indicated during checkout. Refundable deposits, where requested, will be returned within five (5) working days of verified full return of all Equipment in satisfactory condition.

6. Client Responsibilities

• Use Equipment lawfully, safely, and as instructed.
• 🔊 Hearing Safety: Keep volumes at a comfortable level. Provider is not liable for hearing loss due to misuse.
• 🔌 Configuration: Do not modify Equipment or use AUX inputs, mixers or third-party mics. Such actions void Provider responsibility.
• Store Equipment securely. Loss due to unlocked vehicles is Client negligence.

7. Technician Services

• Technician or staff can assist with Equipment distribution, on-site presence, and retrieval, where agreed in advance and paid separately.
• Technician services may be performed by delivery personnel.
• If a technician is absent due to illness or other cause, only the technician fee is refunded. No further liability applies. Client accepts that technician service is supplemental and not essential to the functioning of the Equipment hire.

8. Insurance or Deposit

• Insurance is optional. A refundable deposit of £100.00–£500.00 may be requested at Provider’s discretion.
• If a deposit is requested, it must be paid prior to delivery. Deposit refunds are conditional upon timely return of Equipment in good working condition, as verified by the Provider. Any missing or damaged items will result in partial or full retention of the deposit at Provider’s discretion, with written justification provided to Client.

9. Liability, Loss, Replacement

Client agrees to pay the full replacement value for any lost, stolen, broken, or irreparably damaged Equipment. Provider will issue an invoice within five (5) working days after identifying such issues. Payment is due within seven (7) calendar days of invoice date.

Item	Replacement Value
Transmitter	£100.00
Receiver	£100.00
Microphone	£50.00
Headphones	£20.00

The Provider’s total liability for any claim (including negligence) is strictly limited to the amount paid by the Client for the relevant booking. The Provider shall not be liable for indirect, consequential, reputational, or third-party loss. No compensation shall be payable beyond refund of the hire fee, where applicable.

10. Force Majeure

Neither party is liable for delay or failure due to events beyond control, such as illness, weather or strikes.

11. Dispute Resolution

Disputes should be resolved through dialogue. If unresolved, the matter may be referred to Small Claims Court or mediation.

All legal matters shall be governed exclusively by the laws of England and Wales. The Client agrees to submit to the exclusive jurisdiction of the courts of England.

12. Privacy

Client information is processed according to our Privacy Policy.

13. General

• Communications must be by email or WhatsApp. Verbal agreements are not valid.
• Changes to these Terms apply only to future bookings.
• Governing law is that of England and Wales.
• These Terms are intended for commercial and professional use. Accordingly, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply.

14. Complaints & Escalation

Any concerns or complaints should be submitted in writing by email to info@tourguide.systems. We aim to respond within five (5) working days. If unresolved, disputes may be escalated to the Small Claims Court or a recognised alternative dispute resolution (ADR) service.

15. Intellectual Property, Exclusivity and Confidentiality

All hired Equipment remains the sole property of Demapal Ltd. No ownership, reproduction, resale, or reverse engineering rights are transferred to the Client.

The Provider does not enter into exclusivity agreements and reserves the right to work with any party.

Where a Non-Disclosure Agreement (NDA) has been signed, its terms apply to confidential business matters. However, such NDAs do not override statutory obligations under UK law or our Privacy Policy. In the absence of a signed NDA, the Provider agrees to treat Client information with reasonable care but does not accept automatic confidentiality obligations.