Which payment methods are accepted?

For purchases at the Tourist Office, payment can be made by the following: bank card, cash, cheque and Chèque Vacance (holiday voucher).
For distance purchases (online and telephone) payment can be made by bank card on our secure website. Cards accepted are e-Carte Bleue (virtual card), Maestro, Mastercard, Visa, Visa Electron ou Paypal.

What are the General Sales Terms and Conditions? (refund and cancellation)

In the event of full or partial cancellation by the customer more than 72 hours   before the beginning of the service, no penalty shall be applied and the customer will be refunded.

In the event of total or partial cancellation by the customer less than 72 hours before the beginning of the service, a penalty of 100% of the amount will be billed to the customer.
If a last-minute booking is made (less than 72 hours before the beginning of the service), any cancellation will automatically result in the customer being billed a penalty of 100% of the amount of the service(s).

Any purchase of a physical product with postal delivery or pick-up at the Tourist Office on Place Bellecour may be cancelled and refunded only before it is dispatched or picked up from the Tourist Office.

To cancel your booking, simply contact our team by email at [email protected] or by phone at +33(0)4 72 77 69 69.

What are the conditions for the provision of the services?

Payment for the service(s) is done when the booking is made.
Please arrive 10 minutes before the tour departure time, at the meeting place indicated on your exchange coupon.

Are the tours suitable for children?

Unless otherwise specified (for reasons of age, weight, height or unsuitable content), children are welcome.
They must however be registered for the tour. 
Some tours and activities are dedicated to them! Children and minors remain under the responsibility of their parents during the tour.
The participation of an adult is required for each booking.  

Can photos and videos be taken during the tours and activities?

Most of the time, yes. However, in certain cases, taking photos may be subject to conditions. Please ask your guide beforehand. 

Are pets allowed on the tours?

Only small animals that can sit on your lap are allowed on board CityBus and CityTram vehicles. 
Pets are not allowed for all the other services. 

Do I need to print out the exchange voucher?

No, this is not necessary. Simply show the digital exchange voucher you received by email after making the booking, using your mobile phone. As part of our environment policy, we encourage customers to print only when necessary. 

Will the service be maintained in the event of adverse weather conditions?

We will do our utmost to maintain the service. However, due to water level rises, the operation of our boats may be modified or cancelled, as well as some bicycle or Segway outings. If necessary, we will contact you to agree on a postponement.

Will a minimum number of participants be required to guarantee the departure of my tour?

Yes, some services require a minimum number of participants. Our team of advisers is on hand to help you.

Can I privately reserve a service for my group?

All of the services provided by VisiterLyon can be privately reserved. Our team of advisers is on hand to help you.

What does visiting a UNESCO-listed district with traboules involve?

The historical site formed of Vieux-Lyon (Old Lyon), the Presqu’île and the Croix-Rousse has been listed as UNESCO World Heritage since 1998. These districts are first and foremost places where tens of thousands of residents live their day-to-day lives. 

Visiting these places where people live is a chance for visitors from around the world. It is therefore essential to keep in mind a set of good practices that reconcile the interests of local residents and visitors. 

To find out more, visit https://www.calameo.com/read/0024471041b90af892933