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  • Frequently Asked Questions

    Below we have compiled the answers to a few questions we are often asked. If you don’t see the answer you are looking for here, don’t worry. Get in touch, and we will do our best to answer your query.

     

    Are WineStreet tours suitable for any guests?

    We pride ourselves in having an open, fair, and kind relationship with all our guests. We welcome everyone, independently of their cultural background, religious belief, gender identification, sexual orientation, mental or physical distinction, musical affinity, or wine taste (though we think our wines are pretty good 😉 ) We even welcome non-wine drinkers, should they wish to learn about wine and its production methods without the alcohol in the mix. We hope to learn as much from all your personal flavours of diversity, as you might learn from us on our tours.

    We might, however, have certain restrictions for some physical conditions, as our tours involve walking through some uneven terrain. But just in case, if you are not sure if you can join, get in touch with us, and we will see what we can accommodate.

     

    Are children also welcomed on the tours?

    Absolutely. We don’t see a reason why children can’t learn about wine before they can drink it. We do suspect they might not think that our tours are as cool as you do. Be aware that German Law states that children from 14 years old can drink alcohol if accompanied and permitted to do so by an adult parent or guardian. At 16 years old, they are allowed to drink if they choose so without a guardian. For those on a strict non-alcoholic diet, we can prepare some non-fermented juices. Just let us know in advance.

     

    I have a dietary concern. What can you do about it?

    We serve vegetarian snack platters, with cheese, fruit, bread, and jams on all our tours, and provide you with lunch at a historic restaurant on our full-day tour, where you can choose between meat and vegetarian options. If you are concerned about allergies, intolerances, the provenance of the food, or have specific dietary requirements, please let us know in advance, and we will do our best to provide you with suitable alternatives.

     

    What should I bring with me on the tour?

    Comfortable clothing and shoes. You don’t want pants so tight that you can’t enjoy your wine, or shoes so fine you’re afraid they’ll get dirty. Sometimes it can get a little cold, so bring a warm jacket with you for the times we will be outside. And a hat, either for the sun or rain, always looks dapper on anyone.

    Don’t forget your mouth and nose mask. You will need it to ride inside our van. We appreciate they aren’t the most comfortable things to wear, but the safety of everyone onboard is paramount to us. We supply you with hand sanitiser throughout the tour.

     

    How will I get picked up for the tour?

    When booking a tour with us, you are asked to give a central location in Heidelberg where we can pick you up. You will be given a time estimate for when our tour guide will arrive, as they pick up all the guests for the day. We ask you to be ready to go around 10min before this time estimate, and when our guide arrives, they will look for you at the agreed location.

     

    What precautions are you taking about Covid-19?

    The health and safety of all our guests, along with that of our tour guides, is of utmost importance to us. You can learn more about our detailed response plan to Covid-19. But at a glance, be safe in the knowledge that we do a daily thorough cleaning and disinfection of both the vehicle and the items used throughout the journey, and that we have protocols in place should any person on the Tour, including our guides, be suspected to carry the virus.

    From your side, we ask simply that you carry a mask with you whenever inside the vehicle or at any other enclosed location, and that you disinfect your hands at regular intervals, with the hand sanitiser we provide you with throughout the tour.

    We may keep your contact information for up to 21 days after your tour with us, in case we need to get in touch with you regarding a Covid-19 outbreak.

     

    What happens in the cold winter months or when it rains all day long?

    There’s nothing to fear about cold and rainy weather. The grapes will surely appreciate it from time to time. All the wineries we visit have warm and cosy tasting rooms on their estates, where you can sample the wines in jovial company. And our van will take you from place to place without you getting wet. But bring your own umbrella for the drizzly days, in case you feel like a little dance in the rain among the vines.

     

    Can I change my booking to another date?

    Life can be unpredictable and we try to accomodate the little ups and downs of the exciting rollercoaster it can be. It’s not possible to change your booking by yourself, but get in touch with us, and we will try our best to accomodate you. We will not charge you extra for this, but there may be charges if you decide to do a different tour, or if you want to change it too close to its date.

    • Changes up to 7 days before the planned tour will be free of charge.
    • Changes between 2–7 days before the planned tour will be charged 12.5% in addition to the original booking price.
    • Changes up to 2 days (48 hours) before the planned tour will be charged 25% in addition to the original booking price.

     

    You can read the details about charges for changes and cancellations in our Terms & Conditions.

     

     

    Will I get a refund if I cancel the tour?

    This depends on how close to the date of the tour you want to cancel. In principle, we are happy to refund any payments for services that haven’t been completed. However, if you cancel too close to the date, it means we have already made preparations for you, including food and wine reservations, as well as closing the spot for other guests. In this case, we ask you to understand that we will need to take part of the booking fee to pay for expenses.

    • Cancellations up to 7 days before the planned tour will be fully refunded.
    • Cancellations between 2–7 days before the planned tour will be charged 50% of the original booking price.
    • Cancellations up to 2 days (48 hours) before the planned tour will be charged 100% of the original booking price.

     

    A cancellation is only valid if we send you a written cancellation confirmation. If a cancellation has been agreed, you can choose between getting your money back, or getting a voucher to use with WineStreet at a future date. You can read the details about charges for changes and cancellations in our Terms & Conditions.

     

     

    How can I leave a complaint, suggestion, review, or general feedback?

    We welcome any kind of feedback. We hope that you are pleased with our services, but we know that there is always more to learn. On our Contact page, you can write us a message on the contact form, or send us an email through the address provided. Your feedback will be private, and we will try to respond to you as soon as possible.