Help Center - How can we help you?

Yes, you can change your departure point in your profile up to 5 days before the tour. To do this, click on your profile:

• Overview
• Next trips
• Edit booking
• Change departure point

If your tour is less than 5 days away, please contact us by email and we will check what else is possible.

At first glance, it may seem a little old-fashioned that we only offer bank transfer as a payment method, but we have decided to do so for the following reasons.

Security: Unfortunately, bank details are often stolen online. Despite various security measures, you are probably never 100% completely safe. With us, you don't have to enter any sensitive bank details or log in directly to your online banking. Theft of your data is therefore impossible.

Money is withheld: Unfortunately, this is a common practice of various payment providers. Money is withheld indefinitely. This means that you pay for your booking with PayPal, for example, and so far everything is fine, but we cannot always retrieve this payment immediately and cannot work with it. This is unfavorable, as we also usually have to pay for tickets in advance.

Deposit: As a provider of package tours, we are only allowed to request a deposit of 20% directly after booking. Of course, you can also pay for your booking in full, but we are not allowed to demand this. This is not so easy to implement technically, which is why we have not yet decided to offer any other payment methods.

Daily rest periods:

• A bus driver must take a rest period of at least 11 hours after his daily shift.
• If the rest period is split, the first block must be at least 3 hours and the second block at least 9 hours. No other splitting is permitted.
• Within a working week, the daily rest periods may be reduced to a total of 9 hours three times (reduced rest period).

Breaks:

• A 45-minute break must be taken after 4.5 hours of driving at the latest.
• The driver can then drive again for 4.5 hours before another break of at least 45 minutes must be taken. (Unless his working time is over and his rest period begins)
• Break times may be split: First break 15 minutes, second break 30 minutes. (It is important that the driver takes a total break of 45 minutes after a total driving time of 4.5 hours)

Please always remember that the bus also takes longer for the return journey. So if you have to go back to work the next day, always keep an eye on the planned return time.

Of course, we always want to drop you off at your destination on time BEFORE the festival starts. That's why we always plan the arrival of our buses 1 hour before the start of the event. This means: If the festival starts at 12:00, we want to be there at 11:00.

In the question How much longer does the bus ride take in comparison? you will also find an explanation of why a bus ride takes longer.

Roughly speaking, you can always plan so that the bus takes twice as long as a car on the direct route.

Example: If it takes you around 5.5 hours to get from Frankfurt am Main to Amsterdam by car, we plan an 11-hour journey. Our bus then starts at the main station in Frankfurt am Main, for example, and travels from there to the second stop in Cologne. Here the next customers are collected and you have the opportunity for a short smoking and pee break. The first break lasts 15 minutes.

The next stop is Duisburg and the last remaining customers get on. As the bus driver must adhere to his driving and rest times, a 30-minute break is taken here.

Now it's time for the last leg towards the festival. Experience shows that smoking and pee breaks are also taken here, so that the bus finally arrives at its destination after around 11 hours.

There are various reasons for this. Below you will find some factors that contribute to you traveling longer by bus:

• Buses drive slower on average
• Buses adhere to different speed limits
• Our buses do not run non-stop

A participant change that you make directly in your customer account costs €5.00. If you prefer to change a participant by e-mail, we charge €15.00 for the additional work involved. Please note that the fees are charged per change. This means that if you want to change 3 fellow travelers in one go, you pay €5.00 once (€15.00 per e-mail). However, if you change one fellow traveler in 3 individual requests, you will pay € 15.00 (e-mail € 45.00).

Booking number: You can find this in the email you received after your booking. Alternatively, you can also find your booking number in your customer account when you log in (My profile - Invoices - Booking number column). The booking number looks something like this: XXX-2024-1234

Customer number: You can also find this in the email for your booking or in your customer account (My profile - Directly under your name in the info box). Your customer number is a 5 to 6 digit number.

Participant changes can only be made by the main booker. So if you can no longer travel as a fellow traveler, but a friend takes your place, please contact your main booker.

Booked alone? You have booked on your own but can no longer travel, but a friend would take your place? Then this is generally possible, as long as the booking is taken over 1:1. This means that your replacement will depart from the same departure point, take over the ticket you may have booked and any additional options you may have booked, such as a fanny pack, compartments or similar.

Booked with friends? Have you booked for yourself and your friends, but can no longer travel yourself? Then there are two options. Either one of your fellow travelers becomes the main booker or you have found a replacement for yourself and your fellow travelers remain.

A fellow traveler becomes the main booker: In this case, your booking would be a cancellation. You can find out more about this in the Help Center under Cancellation.

You have found a replacement: You have a friend who will take your place and all fellow travelers will remain? Great, then we will be happy to make a rebooking as long as your booking is taken over 1 to 1. This means that your replacement will depart from the same departure point, take over any tickets you may have booked and any additional options you may have booked, such as a fanny pack, compartments or similar.

Please note: We can only accept and process rebookings by e-mail. Please ALWAYS send us all of the following information for a rebooking request:

• Your customer number
• The booking number
• The details of the new fellow traveler

If you are logged in and change a participant directly via your customer account, all the information we need is already stored.

If you would prefer to send us an e-mail, we will ALWAYS need all of the following information for a rebooking request:

• Your customer number
• The booking number
• The details of the new fellow traveler

When you are logged in, go to your customer account, click on the Overview submenu and then on Next trips. Now search for the bus tour for which you would like to change a participant. Click on the edit button. A module with various options will open. Select the Change participant button. You will be taken to the overview of your fellow travelers, which you can edit and change individually here. When you have finished making your changes, click on Apply participant changes.

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Tickets are generally only sold in conjunction with a bus tour. Only in exceptional cases can tickets be booked without the bus tour. In order to prevent misuse through increased resale prices, purchased tickets will only be sent by e-mail 1 - 3 days before the event or by post 3 - 3 days before the event.

Here, too, we rely on our many years of experience, as it has happened in the past that tickets distributed at the beginning have been left lying around at the rest area during the breaks, for example, or have been broken in the backpack. The distribution of tickets is always planned after the last break and before arrival at the venue.

The past has shown that it happens from time to time that customers forget their tickets or simply don't have a printer. If you forget your ticket, our hands are tied and you would not be granted entry or you would have to buy a new ticket on site. To counteract this, we have decided to relieve you of this worry and only give you your ticket on the bus.

For some events it is necessary to personalize the tickets in advance. In this case, you will receive an e-mail from us approx. 5 - 7 days before the start of your trip with all the detailed information. You can find out which events are affected by this by clicking on the info button during the booking process.

With Hard Tickets, we also ensure that you receive your ticket from us on the bus shortly before you arrive at the venue.

To give you one less thing to think about for your next event, we will print out your ticket for you and hand it to you on the bus shortly before you arrive at the venue.

You will receive a bus ticket from us for your check-in on the bus. You will receive this in a separate email approx. 3 days before the tour. You must be able to show your bus ticket for the bus tour in printed form or digitally on your cell phone. In addition to the e-mail, you will always find your bus ticket in your customer account after we have sent it to you.

Please note: The bus ticket is NOT the admission ticket for the festival.

Tickets booked with us are always handed out on the bus during the tour to the event shortly before arrival at the venue.

The minimum number of participants for the activation is 30 people per route. This means that at least 30 people can be accommodated in one bus. 15 people from Berlin and 15 from Munich would therefore not be possible, as the departure points are not on the same route.

No, of course you can cancel your registration at any time. Only after the tour has been activated will your registration be converted into a booking and you will receive a separate info e-mail from us. As soon as you confirm your booking, it becomes binding.

Yes, you will find the Registration tab in the Überblick section of your customer profile. All tours for which you have registered are listed here. Note: As soon as a tour is activated, you will find it under the Nächste Reisen tab.

No, a registration for a bus tour is a non-binding registration and you are merely informing us of your interest in this tour. Payment is only due when the tour is activated and you still want to join us.

Important note: As soon as we have activated your registration, your free registration will be converted into a paid booking! You will receive an email from us accordingly. If you no longer want to join us, you have 48 hours to let us know. Cancellation within these 48 hours would be free of charge. If you do not contact us, we will assume that you will be joining us. We will then expect payment for your booking accordingly.

Tours with the registration label pending_actions offer you the opportunity to register for this bus tour without obligation. This means that you do not make a binding booking, but are placed on our registration list. The big advantage of this is that you do not have to pay a deposit for the time being, but we can already make initial plans in the background.

As soon as the tour for which you have registered is activated, you will receive information from us by e-mail. Only then will your registration be converted into a booking.

You will receive a 25% discount on the fare with proof of your disabled ID. If you are dependent on an accompanying person, they will also receive a 25% discount on the fare. What do you need to do? Send us a copy of your disabled person's ID by fax / e-mail / photo or post. After confirmation, we will enter the discount manually. Please note: The coaches we use are generally not suitable for the disabled. However, we can guarantee you a seat at the front or rear entrance and your wheelchair will be stowed safely in the luggage compartment of the coach.

Note: Discount is not valid on World Tours.

• FROM 11 PERSONS
  1 free bus ride
• FROM 22 PERSONS
  1 free ticket + 2 free bus rides
• FROM 33 PERSONS
  2 free tickets + 4 free bus rides
• FROM 44 PERSONS
  3 free tickets + 6 free bus rides
• FROM 60 PERSONS
  4 free tickets + 8 free bus rides

Note: If the number of people changes before the start of the trip, the discount will be recalculated automatically. The discount will be deducted manually from your invoice after we have checked it.

This means that whoever is first on the list will be the first to be activated for the bus tour as soon as a place becomes available. NO exceptions will be made here and a call or e-mail in this regard will always be rejected!

It is important to note that this naturally applies per departure point. This means, for example, that there is a different move-up list for the departure point Cologne than for the departure point Munich.

To increase your chances of getting a place, you can use our comments field in the booking form under Other information and note possible alternative departure points.

Example text: I am also prepared to depart from the following alternative departure points: Oberhausen, Duisburg, Cologne

Yes, it costs you nothing if you want to be put on the move-up list. You don't have to pay anything in advance and there are no hidden costs for you!

Payment for your booking is only due when your place on the backlist for the bus tour is activated by us. You will then receive an e-mail from us that you have been booked in and you can now pay your invoice. As activation can also take place at short notice and you no longer wish to travel or have already found another option, we ask you to let us know briefly so that other guests have the chance to get a place. Don't worry, canceling your place on the reserve list is 100% free of charge!

After you have registered for the move-up list, we will regularly check whether places become available on the buses. As soon as you are activated by us, you will receive information by e-mail. If you have not heard from us at least 10 days before the tour, there is a good chance that we will not be able to accommodate you.

Important note: As soon as we have activated you from the reserve list, your free registration will be converted into a paid booking! You will receive an email from us accordingly. If you no longer wish to join us, you have 48 hours to let us know. Cancellation within these 48 hours would be free of charge. If you do not contact us, we will assume that you will be joining us. We will then expect payment for your booking accordingly.

There may also be a minimum number of participants for the move-up list. In most cases, places on the reserve list can be gradually activated and allocated according to the departure locations. This happens when other customers cancel the tour and seats become available on the buses. However, if all the coaches are fully booked and no more seats are available, the reserve list must also reach a minimum number of participants so that another coach can be opened if necessary. The minimum number of participants for a route is 30.

Is a bus tour sold out for the moment, but you would like to be put on our back-up list? Then proceed as if you were booking the bus tour directly. This means you choose your departure point, optionally available tickets and enter your details. You can finalize your booking by clicking on the Add to Auf Nachrückliste setzen button.

To increase your chances of getting a place, you can use our comments field in the booking form under Other information and note down possible alternative departure points.

Example text: I am also prepared to depart from the following alternative departure points: Oberhausen, Duisburg, Cologne

In our tour overview, tours for which the move-up list is active are marked with the corresponding label for the move-up list. move_up In addition, you will find an info box in the booking form with a corresponding note for the move-up list.

If the move-up list is active for a bus tour, it is fully booked for the moment. However, you can now add your name to our backlist free of charge and without obligation. To do this, follow the same procedure as for a normal booking. In the booking form, you can see from the info box that the move-up list is active.

Info box: Keine Freien Plätze mehr. Deine Bestellung wird auf die Nachrückliste gesetzt.

You can complete your non-binding booking by clicking on the Auf Nachrückliste setzen button. After completing your non-binding booking, you will receive an e-mail from us informing you that we have placed you on our backorder list.

If customers cancel, we receive further tickets from the organizer or the demand is so high that another bus can be opened, we will contact you immediately. You can of course remove your name from the list at any time and you are not obliged to pay anything in advance.

Here you can download and print out our muttizettel: Muttizettel

No. You can't book even with a parent's note. The main booker must be at least 18 years old. If the event is also open to U18s, your main booker is at least 18 years old and you are traveling with them, this is not a problem.

Note: It is always a good idea to have a printed copy of the so-called Muttizettel with you!

If the event can be attended by U18s, this is possible. It is important that the main booker is at least 18 years old and lists you as U18 as a fellow traveler. The main booker also takes responsibility for you.

Note: It is always a good idea to have a printed copy of the so-called Muttizettel with you!

Yes, you can travel with us as a fellow traveler. However, you cannot book for yourself. This means that the main booker must be at least 18 years old and specify you as a fellow traveler.

Note: It is always a good idea to have a printed copy of the so-called Muttizettel with you!

No, you can't book with us yourself, as the main booker must always be at least 18 years old. However, you can travel with us as a fellow traveler to events that are also open to U18s.

So-called phishing e-mails are getting better and better and sometimes look deceptively genuine. We hereby assure you that we will NEVER and at NO TIME ask you for your personal login details at HardTours. Neither by e-mail, nor by telephone or by post.

If you receive such an e-mail, please contact us personally by phone and make sure that this e-mail does not come from us. Such emails can be fake booking confirmations and payment requests, for example. Criminals use them to try to obtain your user data and passwords or to ask you to make unauthorized payments.

If you are skeptical, please NEVER open a link from such an e-mail. Only e-mails with the sender info@hardtours... and bus@hardtours... originate from us. How you can check the sender depends on your e-mail provider. It is best to check the FAQ of your provider.

Your login details are protected in accordance with our privacy policy and will not be used by Hardtours under any circumstances.

Note: If Google recommends that you change your password on Hardtours, this is not related to data security on Hardtours. This is a function of Google Chrome that checks whether there are known security vulnerabilities in the password you are using. This is checked on any websites you log in to with it. If you see this recommendation to change your password from Google, Google considers your password to be insecure or compromised.

Click on Mein Profil and then on the Ausloggen button. As soon as you have logged out, you will be redirected to the start page.

Simply click on Register, fill in the required fields and complete your entries by clicking on the Register now button.

Alternatively, you can register with your data in the second step of the booking process (Personal data) as part of your booking. As a festival tour organizer, we are obliged to insure all customers and bus tours. For the insurance we always need the information and data of the travelers, therefore a booking without registration is NOT possible.

As we are subject to a retention obligation for bookings made, you cannot simply delete your customer account yourself. You now have the following options:

Customer account WITHOUT booking: Have you only registered but not yet made any bookings with your customer account? Then we can of course delete your account.

strong>Customer account WITH booking (older than 10 years): You have already made bookings with your customer account, but these were made more than 10 years ago? In this case, the retention period has been exceeded and we can delete your account.

Customer account WITH booking (less than 10 years old): You have made bookings with your customer account within the last 10 years, but all journeys have already been completed? Then we are still subject to the retention obligation. In exceptional cases, however, we can still delete your personal data from your account. However, the account itself will remain until the deadline expires, as the bookings are linked to the account.

Customer account WITH booking (tour not yet completed): You have made a booking with your customer account, but the tour is still in the future? Then it is not possible to delete your customer account at this time!

If you would like us to delete your customer account or your personal data, please use our contact form. Select Change account data under Type of question and send us a corresponding message. It is important that you enter the e-mail address stored in your customer account and also provide us with your customer number. We will then check your request manually and get back to you as soon as possible.

Note: Your data is always stored in compliance with the GDPR. You can find all information on this in our privacy policy.

If you have forgotten your password, click on Mein Profil and then on the Passwort vergessen button. Now enter the e-mail address you used to register with us. You will receive an e-mail with all further information within a few minutes.

Click on Mein Profil. You can now change your address and telephone number directly. For security reasons, you cannot change your first name, surname and e-mail address yourself.

Click on Mein Profil and then on the E-Mail ändern button. You will now be redirected to our contact form. Under Type of question, select Account Daten ändern. Please let us know why you want to change your e-mail address and which e-mail address should be used in future.

As bookings are assigned to a customer account, for example, or a customer account can have a credit balance, we can only change the stored e-mail address manually for security reasons.

Click on Mein Profil and then on the Passwort ändern button. You can now assign a new password.

Would you like to give a special gift to one of your loved ones and give them more than just socks? Then our gift vouchers are just the thing for you. You can find our vouchers in the wiki under Gutscheine.

Voucher cards can be redeemed at www.hardtours.de against the booking of a festival trip. The credit will not be paid out in cash. The card is valid for 5 years from the date of first use. After this period it loses its validity without further notice and any remaining credit is lost. Any commercial resale of the card is not permitted without the prior consent of HardTours. HardTours accepts no liability for the loss, theft, damage, illegibility or unauthorized use of voucher cards. HardTours reserves the right to change these terms and conditions without prior notice.

1. Redeem the card for full or partial payment at www.hardtours.de.
2. Enter the voucher code in the field provided in the booking process.
3. The corresponding amount will be deducted from the total amount. Any remaining credit remains valid with the voucher code.
4. Your credit will not be paid out in cash.
5. You can check the status of your credit balance by e-mail using the voucher code.
6. Treat your voucher card like cash.

Please note that a deposit of 20% of the tour price is due for payment immediately after conclusion of the contract. The balance is due no later than 7 days before the start of the tour.

In the case of bookings at short notice and only 7 - 10 days before the start of the tour, the total amount is due for payment immediately.

You can also pay in installments under the following conditions:

• Your booking is made at least 20 days before the bus tour
• A deposit of at least 20% is due after conclusion of the contract
• Your invoice must be paid in full no later than 7 days before the start of the tour
• You can choose the installments in between. These are not specified by us

(Please note that you cannot actively select the installment payment method during the booking process)

Note: If you have not paid your invoice in full at least 7 days before the start of your trip, we reserve the right to charge you cancellation costs as stipulated in our General Terms and Conditions under point 6.3.

Even if it is not available as an official payment method, you can still send us your outstanding amounts manually using the Send to friends function on PayPal at bus@hardtours.de. Please don't forget to include your customer and booking number in the reason for payment / message field!

You will receive your invoice by email after completing your booking. Alternatively, you can also find the invoice in your customer account under: Mein Profil > Rechnungen

You will find our bank details on your invoice and alternatively directly here:

Account holder: Björn Kuiper | Hardtours
Bank: Commerzbank
IBAN: DE59 3508 0070 0302 9104 00
BIC: DRESDEFF350

Important: Please ALWAYS state your customer and booking number as the purpose of the transfer. You will also find a bank transfer template in your invoice e-mail.

You can pay conveniently by bank transfer. This means that you don't have to enter any sensitive bank details when making your booking or log directly into your online banking. After completing your booking, you will receive an invoice from us by e-mail with the amount you have to pay.

Please note that a deposit of 20% of the travel price is due for payment immediately after conclusion of the contract. The remaining payment is due no later than 7 days before the start of the tour.

If there are any changes to your original booking, you will always receive an email from us. You can also always check your customer account to see if there are any new messages. To access your notifications, please click on My profile and then on Notifications.

You can also find your most recent invoices here. If there are now two notifications for one invoice, this means that something has been changed. Simply click on the Download button next to the file name under Attachments and take a look at the invoice. A change could look like the following text, for example:

1 * Änderung von Abfahrtsort Duisburg nach Abfahrtsort Dortmund

If you are ever unsure or would like to find out in advance how good the chances are for your departure location or what possible alternatives would be, you are welcome to contact our WhatsApp support.

This can vary depending on the region. In the Ruhr area, for example, we have considerably more stops than in Middle Franconia around Nuremberg. If your booked departure point is not served, we will roughly look for an alternative within a maximum radius of 100 km that would still be easy for you to reach. For example, we often look for the nearest main station where we have a stop. (Exceptions regarding distance are occasionally possible)

By the way: You can let us know in the comments field under Other information during your booking whether alternative departure points are generally okay for you or not.

Example text: I am also prepared to depart from the following alternative departure points: Oberhausen, Duisburg, Cologne or An alternative departure point is NOT an option for me.

Of course we know that you want to have everything planned as early as possible. But experience shows that we receive a lot of bookings in the last 2 to 3 weeks before an event, so that even at short notice a whole group suddenly wants to come to a location that has not yet been booked.

If your booked departure point is unfortunately one of those that cannot be reached, we will inform you in good time by e-mail. So that we can continue to plan our routes, we will rebook you to an alternative departure point as a precaution. You will then find the relevant information in our e-mail.

Now you have the opportunity to decide whether the alternative departure point we have selected is right for you or whether you no longer wish to travel due to the rebooking. In this case, canceling your booking would be completely free of charge!

Important: Please contact us as soon as possible with a reply to our information e-mail and let us know whether you agree or would like to cancel. If we do not hear from you within the next few days, we will assume that you agree to the alternative departure point.

The following also applies: As soon as you confirm to us in writing that you agree to the alternative departure point, but then have to cancel at short notice, our General Terms and Conditions apply and cancellation costs will be charged.

Note: If the new departure point was actually more expensive, you will still not incur any additional costs. If the new departure point is cheaper, the difference will be credited to your customer account or the amount will be refunded.

If your booked departure point cannot be reached, we will inform you by e-mail approx. 10 - 12 days before the tour. Why so late, you ask? Experience has shown that we receive many bookings in the last 2 to 3 weeks before an event, so that even at short notice a whole group suddenly wants to join us at a location that has not yet been booked.

Important: We only ever inform the main booker by e-mail!

Note: If you do not receive any information from us by e-mail, your booked departure point will be used.

There is actually no exact minimum number of people that need to have booked from Constance, for example, the decisive factor for us is which bus takes which route and whether a stopover fits into the schedule. Basically, we always try to keep the distances that the bus has to travel as short as possible. In the run-up to an event and during the booking process, it is usually easy to see which stops will be used. However, there are also special situations that may require the route to be rescheduled. For example, a large group books shortly before the deadline, so that an additional bus is used and the planned route is split up accordingly.

Of course, we always try to ensure that all bookable departure points are served. Nevertheless, it can sometimes happen that a certain departure point cannot be reached during an event. If this is the case and you wanted to travel from this particular stop, we will of course inform you in good time so that we can see together whether an alternative departure point might be possible for you.

To put it simply, cancellation fees are compensation from you as the customer to us as the tour operator. These fees may be incurred if you have to cancel your booked tour.

Cancellation fees are charged to cover costs that have already been incurred. These include, for example, tickets that you have already purchased or a seat reserved for you on the bus that remains empty on the day of the tour due to your cancellation. The coaches and coach drivers we use must of course also be paid for. The time our employees spend working for you and your booking also costs money, and the later you cancel, the more time has been spent. Accordingly, you will also find a scale of cancellation fees above, which increase the closer to the booked tour.

The cancellation fees we charge are reasonable and have been legally determined and confirmed by a lawyer.

Unfortunately, you as a fellow traveler cannot cancel yourself. Please contact your main booker so that he/she can inform us of your cancellation request.

If you can no longer travel yourself, but your fellow travelers still want to travel with you, they will have to make a new booking. As you are our contractual partner as the main booker, this is unfortunately not possible otherwise. As soon as your fellow travelers have made a new booking, they will be rebooked internally by us and any amount already paid will be transferred to the new booking. Your booking can then be canceled in accordance with our legal terms and conditions.

There are certainly ways in which you can avoid or waive cancellation costs:

• You can find a 1:1 replacement for your booking. This means that the place of departure, ticket and any additional options booked must be paid in full.
• The festival for your booking will be canceled by the organizer.
• Your booked departure point cannot be used and the alternative proposed by us will not be accepted by you.
• You have been activated from the move-up list but have not explicitly confirmed again before the tour. (see also move-up list)
• You are a Platinum customer. Platinum customers enjoy the exclusive advantage of not having to pay any cancellation fees. This is a special thank-you arrangement for long-term loyalty and part of our bonus and discount system. (Cancellations must still be submitted in writing. Cancellation fees will be charged in the absence of a cancellation).

• a) up to 30 days before the start of the trip 5 % of the tour price
• b) from the 29th to the 22nd day prior to departure 15% of the tour price
• c) from the 21st to the 15th day before the start of the tour 35% of the tour price
• d) from the 14th to the 8th day before the start of the tour 50% of the tour price
• e) from the 7th day before departure 85 % of the tour price
• f) in the event of non-arrival 90 % of the tour price

If you are logged in and cancel directly via your customer account, all the information we need is already stored.

If you would prefer to send us an e-mail, we will need your booking number and customer number to process your cancellation. In addition, the cancellation must be sent from the e-mail that was used to make the booking. (Instructions for canceling as a fellow traveler / non-main booker can be found below)

Booking number: You will find this in the email you received after your booking. Alternatively, you can also find your booking number in your customer account when you log in (My profile - Invoices - Booking number column). The booking number looks something like this: XXX-2022-1234

Customer number: You can also find this in the email for your booking or in your customer account (My profile - Directly under your name in the info box). Your customer number is a 5 to 6 digit number.

Something can always come up and that's no big deal. You can cancel your booking in your customer account. First click on the Overview submenu and then on the Next trips tab. Here you will now find all your upcoming bus tours. Find the tour you need to cancel and click on the Edit button. A module will open in which you will find various options. After clicking on the Cancel booking completely button, you will be redirected to a message that shows you whether there are any cancellation fees. You have to confirm this message accordingly and by clicking on the Cancel booking button you submit your cancellation. Alternatively, you can of course still send us an email to bus@hardtours.de.

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You can only inform us of a meeting request in response to the corresponding e-mail sent by us. For organizational reasons and to ensure traceability afterwards, no other way is possible.

If it is necessary for you and your booked tour to inform us of a meeting request, you can do this from Friday, one week before your tour. You will receive a corresponding e-mail from us, to which you can then reply. Please note that we can only accept any seating request in response to this e-mail.

We also determine the bus numbers when we plan the routes. As soon as everything has been finalized, you will receive an e-mail from us about 3 - 5 days before the tour with all the important information including your bus number. If several coaches start from your booked departure point, we will send you an e-mail on Friday, one week before the tour, with information and, as already mentioned, corresponding options for seating together.

Now it depends on whether your departure point and that of your friends are on the same route. You can call us at least 14 days before the tour. We will then check for you.

Same route: If both departure points are on the same route, the chances are good. If there is only 1 bus on your route, you are guaranteed to see each other. If you get on the bus earlier, you can arrange with your contact person to keep the required seats free on the bus. If your friends get on the bus earlier, they can do the same.

If there are several buses at the departure point where you or your friends are getting on, you will need to check which bus goes to both stops. Once this has been clarified, we can try to put you on the appropriate bus. However, we cannot guarantee this 100%.

Example: Your friends get on in Dortmund, you get on in Bochum. 3 buses start in Dortmund. Bus 9, 10 & 11, but then only bus 9 stops in Bochum. We will then try to put you and your friends on bus 9.

Other route: If you have booked from a departure point that is not on the same route as your friends' departure point, you will unfortunately not be able to sit together.

If only 1 bus departs from the booked departure point, you are guaranteed to sit together with your friends.

If several buses depart from the booked departure point, you will automatically receive an e-mail from us on Friday one week before the tour with all the information. You can then let us know if you would like to sit together by replying to this e-mail by Monday. (So you can still consult with your friends over the weekend).

Important note: Meeting requests can only be submitted in response to this e-mail.

A note in advance: ONLY the main booker will receive the departure times from us by e-mail. So if you are a fellow traveler, please contact your main booker. Are you the main booker but still haven't received any departure times? Then we have the following solutions for you:

• Please check whether your e-mail inbox still has enough storage space. Especially with freemail providers such as GMX, Web, Yahoo, T-Online, Freenet or Hotmail, it happens from time to time that the mailboxes are full and there is no more storage space available.
• Always check your spam folder. Unfortunately, it happens from time to time that we are marked as spam by freemail providers. If we end up in your spam folder, you can also manually mark us or our e-mail address as not spam so that we no longer end up there in future.
• Check the e-mail address you have registered with us. It can also happen that a typing error has crept into the e-mail address we have on file or, for example, the wrong ending has been typed. (e.g. .de instead of .com)
• You still haven't found an e-mail and eliminated the sources of error mentioned? Then check again in your customer account to see if the booking has actually been made. You can find your bookings in your profile under Overview - Next trips.
• Can you find the booking in your profile, but the departure times are still missing? Then please contact us immediately. The best way is via our WhatsApp support.

We always plan our times so that you are on site at least 1 hour before the start of the event. As experience has shown that a few minutes are always lost on the journey due to extra breaks, small traffic jams or late customers, we always allow for a buffer in our planning.

There are several reasons for this:

• Buses drive slower
• Other speed limits apply
• Maximum permitted speed on country roads: 80 km/h
• Maximum speed limit on the highway: 100 km/h
• Stops are approached to collect more customers
• Experience has shown that we always plan with smoking and pee breaks
• Bus drivers adhere to their driving and rest times

If you need the times a little earlier, e.g. for work, you can contact us at the earliest 7 days before the tour and ask for the times by e-mail or WhatsApp support. In some cases, we will already have the times ready, but we will keep some time free to be able to react to any traffic reports at short notice, as already mentioned.

Bus tours can be booked up to 7 days before departure, sometimes longer. As soon as it is clear that everyone has booked, we start planning the routes. As it rarely happens that a bus is already full at the first stop, additional stops will be added. So that we can plan the best possible route, it is important to know the number of customers at the individual stops.

Another major advantage of our planning is that we can still react to roadworks or planned closures and the like that are announced at short notice. If the departure times are already fixed 4 weeks in advance and it turns out that, for example, a bridge or road is closed on our planned route, we would have to reschedule. You would also have to be informed about the changes. This means that you will receive another email, may not see it and will then be at your stop at the wrong time.

We will send you the departure times by e-mail. In this e-mail you will find the times for your outward and return journey, as well as further information about the tour. The subject of the email could look like this: Bus 9 Dominator Weekend - Hardtours 2024

Important note: Only the main booker will receive the email from us! If you are a fellow traveler and have not booked yourself, please contact your main booker.

You will always receive departure times for your booked bus tour by e-mail approx. 3 - 5 days before your tour.

Luggage (per person):

• Small tent (2 persons)
• Sleeping bag or blanket
• Air mattress or sleeping mat
• Travel bag or suitcase
• Hand luggage
• Folding camping chair

Additional luggage must be registered in advance due to limited space. This includes, for example, the following items:

• Table grills
• Folding camping tables
• cooler bags
• Beerpong tables
• Paddling pools
• Foldable handcarts
• and similar

Please note that these items must be registered in advance by e-mail to bus@hardtours.de and approved by us, otherwise you may NOT take them on the bus!

For groups of at least 6 people who are scheduled to travel together in a coach, a pavilion may be taken along. It is important that the additional luggage has been registered in advance by e-mail and approved by us.

The following items are prohibited on our buses:

• Large & bulky items such as fixed chairs or tables
• Explosive gas cartridges
• Wooden handcarts
• Dry ice
• Swivel barbecues
• Beer tent sets
• Beverage crates or barrels

We generally advise against leaving personal or valuable items on the bus. Regardless of whether it is a weekend or day tour.

Explanation: Even if the same bus is normally used for the return journey as the one you went on, this cannot always be guaranteed. The bus could be booked for a connecting trip, for example. In addition, the bus driver usually goes to the hotel during the event due to driving and rest times, so you won't have the opportunity to pick up your things.

There are always checkrooms and lockers at the events that you can use to store your belongings. Please also note that we cannot accept any liability for items left on the bus!

The term Wunschort in the booking process means that you have the option of specifying a desired location from which you would like to be picked up for groups of 5 or more. We will then check this and if your desired location fits on one of our routes, we will be happy to pick you and your friends up there.

Yes, if you book for at least 5 people, you can specify your preferred location when booking. It is important that a coach can stop, stand and turn around there. A small private driveway is therefore not very suitable. Public and free large parking lots, for example, are better.

If you specify a desired location in the booking process, we will treat your booking as a registration. We will check your request and calculate a price for you. You will then receive feedback from us and we will convert your registration into a booking. From the time you receive the confirmation, we grant you a 48-hour special right of termination if, for example, you do not agree with the price. If you agree, you now have 14 days to pay your deposit.

We will calculate the exact price following your request. However, you can always use the stops in the immediate vicinity of your desired location as a guide.

We have deliberately decided to only enable the desired location function for a minimum of 5 people, as not every place you can wish for fits on the routes we have planned or is close by. This means that we may have to take a detour. However, if there are 5 or more people, this detour would be feasible with reservations, but we cannot guarantee this in advance!

No, we cannot guarantee the start from your desired location. The minimum number of 30 participants for the entire route still applies.

• Example 1: Your desired location is Reutlingen. However, all other bookings come from NRW. Reutlingen therefore unfortunately does not fit on a route and we cannot start there.
• Example 2: Your desired location is Reutlingen, but you have made a direct request for 25 people. Now there is a very good chance that we can start with a coach in Reutlingen.
• Example 3: Your desired location is Reutlingen. There are other bookings from Stuttgart, Karlsruhe and Mannheim. So your location fits on a route and we can most likely start in Reutlingen.

After receiving our confirmation and invoice by e-mail, you can cancel free of charge within 48 hours.

No, you can't see that in advance. However, you are welcome to contact our support team and ask whether we have already received any requests for your desired location or nearby locations.

Yes, simply click into your customer account:

• Überblick
• Nächste Reisen
• Button bearbeiten
• Button Buchung komplett stornieren

Yes, if your requested destination cannot be reached, we will inform you in good time by e-mail. So that we can continue to plan our routes, we will rebook you to an alternative departure point as a precaution. You will then find the relevant information in our e-mail.

You can now decide whether the alternative departure point we have selected is right for you or whether you no longer wish to travel. In this case, canceling your booking would be completely free of charge!

Important: Please respond promptly to our info mail and let us know whether you agree or would like to cancel. If we do not hear from you within the next few days, we will assume that you agree to the alternative departure point.

The following also applies: As soon as you confirm to us in writing that you agree to the alternative departure point, but then have to cancel at short notice, our General Terms and Conditions apply and cancellation costs will be charged.

Please note: If the new departure point was actually more expensive, you will not incur any additional costs. If the new departure point is cheaper, the difference will be credited to your customer account or the amount will be refunded.