The magical world can be confusing for Muggles. Our department is here to answer every questions you have.

What if I'm late?

Our guides won’t be able to answer their Muggle telephone once the tour has started. It is essential that you arrive 10 minutes before the start time and unfortunately, we will not be able to provide a refund due to lateness or delay. Please use the Journey Planner site to see if there are any problems with the tube lines of the day of your tour.

What if I can't book my desired date?

You can sign up to our waiting list or contact us. We will always try and arrange something for you if possible.

Is the tour suitable for children/babies?

Mostly yes! It's great fun to have children but as it's a walking tour it can be too much for some little legs. We advise parents that it may be too tiring for children aged 7 and under. But ultimately you know your children best!

As for babies, YES! We can accommodate babies on our tour.

What is your cancellation/reschedule policy?

We have a 48-hour cancellation policy. If you'd like to reschedule or cancel your booking, please give us as much notice as possible and no later than 48 hours before the tour start time. We will gladly send you a refund less the transaction fee, or move your booking to a tour with enough places.

Within 48 hours of the departure, all tickets are final and non-refundable. We cannot compensate for or reschedule within this time frame, including no-shows and latecomers.

Please ensure you're 100% happy with the tour details and plan your journey to the start point.

What about the weather?

As with all outdoor events, it is subject to the elements. We will cancel the tour if the weather would make taking the tour dangerous (i.e. icy roads). If this is the case, we will notify you and issue you with a full refund.

Are you taking us to Platform 9¾

No, we do not include Platform 9¾ on our tour as it's the easier spot to find without a guide. If you'd like to go to Kings Cross, please ask our guide for information at the end of the tour!

What should I bring?

Please bring valid Oyster card, day travel-card, contactless credit-debit card, or Apple Pay/Andriod Pay – there will be a short tube ride within zone 1.

Accessibility/Disability

This is a walking tour that is relatively quick-paced and involves stairs and a tube journey, which does not always have step-free access. If this is all ok with you, we welcome you in the tour.

Refunds

We are happy to arrange a refund as long as you cancel at least 48 hours before your scheduled start time. We will refund you in full less transaction fee.

If you attend the tour and were in any way unhappy, then please let us know and we'll waiver the fee and send a refund in full. We would love to have the chance to try to find a way to make it up to you, so please do get in touch!

if you still have some questions

Get in touch