Minorite Friary Prague | Tickets & Guided Tours

Terms of Conditions

Minorite Friary Prague

(“Terms” / “Terms & Conditions”)

Effective date: 1/2/2026

These Terms & Conditions (“Terms”) govern all sales, reservations, bookings, admissions and participation in experiences and events offered for and/or at the Minorite Friary Prague (“Venue”, “Friary”), including but not limited to admissions, self-guided products, audio guides, guided tours, cultural and musical events, special programmes and related services (“Services”). These Terms apply to purchases made (i) online via our own channels, (ii) on-site at the Venue, and (iii) via Online Travel Agencies (OTAs) and other third-party resellers.

By purchasing, booking, redeeming a voucher, entering the Venue or attending an event, the visitor/customer (“Customer”, “you”) acknowledges and agrees to these Terms.

1) Operator identification

Operator / Seller: AGENTURA HELAS, s.r.o.

Company ID (IČO): 26744279

VAT ID (DIČ): CZ26744279

Registered address: Malá Štupartská 635/6, Staré Město, 110 00 Praha, Czech Republic

Phone: 220 570 708

Email: helas@helas.org

Website: www.helas.org

Data box (schránka): ghtjnb5

2) Definitions

“Venue” means the Minorite Friary Prague premises and all areas accessible to the public under ticketed or guided regimes.

“Admission Ticket” means a ticket granting entry to specific parts of the Venue under stated rules.

“Event Ticket” means a ticket granting access to a cultural, musical or other scheduled programme/event.

“Voucher” means any proof of purchase, QR code, booking confirmation or ticket issued by the Operator or by an OTA/reseller.

“Time Slot” means a defined entry/visit time window.

“OTA” means a third-party online reseller platform (e.g., GetYourGuide, Viator, Tiqets, Headout or others).

“No-show” means failure to arrive within the permitted entry time window or failure to attend a scheduled service/event.

“Force Majeure” means circumstances beyond Operator’s reasonable control.

3) Scope of products and services

We may offer, individually or in bundles:

a) general admission tickets (on-site and/or time-slotted),

b) skip-the-line or priority admission,

c) guided tours (public or private),

d) self-guided experiences including audio guide products, printed materials, QR-based routes or digital content,

e) cultural and music events including concerts and special programmes,

f) bundles with third-party services or combined products sold through OTAs.

The Operator reserves the right to modify, combine or discontinue any product or service.

4) Entry rules and general visitor obligations

Visitors must comply with all instructions from staff, security personnel and signage at the Venue.

You must behave respectfully in the Venue, which is a historically and culturally significant site. The Operator may deny entry or remove any person who:

a) behaves aggressively or disruptively,

b) is visibly intoxicated or under influence of drugs,

c) violates the Venue rules, safety rules or staff instructions,

d) damages property or endangers others,

e) attempts unauthorised commercial activity, unauthorised filming or misuse of the premises.

Removal from the Venue for these reasons does not entitle the Customer to a refund.

5) Opening hours and operational changes

Opening hours, access routes and available areas may change due to:

a) religious, ceremonial or operational needs,

b) conservation/maintenance works,

c) private events, filming, emergency situations,

d) safety/security reasons,

e) capacity limitations.

The Operator may restrict access to certain areas without prior notice where necessary. Where feasible, we will provide reasonable alternative solutions (e.g., reschedule, substitute route, partial access). However, changes in available areas do not automatically entitle Customers to refunds, except as required by applicable consumer laws.

6) Purchase channels and contract formation

6.1 On-site purchases: A contract is formed upon payment at the cashier/point of sale.

6.2 Direct online purchases: A contract is formed upon successful payment and confirmation sent to the Customer.

6.3 OTA/reseller purchases: The contract may be formed between the Customer and the OTA/reseller. In such cases, the Customer acknowledges that:

a) OTA terms may apply in addition to these Terms,

b) some refunds/changes must be processed directly through the OTA,

c) pricing, promotions, cancellation rules and customer service process may differ from direct sales.

7) Tickets, vouchers and validation

7.1 Tickets/vouchers can be presented in printed or digital form (QR code or booking ID), unless stated otherwise.

7.2 The Operator reserves the right to verify the authenticity of tickets/vouchers and may deny entry in case of suspected fraud, duplication or misuse.

7.3 Each ticket/voucher is valid for single use unless explicitly stated otherwise.

7.4 The Operator is not responsible if the Customer loses a ticket/voucher or shares it with a third party and it is used before them.

8) Time slots, late arrival and no-show policy

8.1 Where Time Slots apply, entry is permitted only within the specified time window shown on the ticket/voucher.

8.2 Customers are advised to arrive at least 10–15 minutes before the stated time.

8.3 Late arrivals may result in:

a) delayed entry (subject to capacity), or

b) denial of entry (especially for Events or guided tours), or

c) entry without priority, or

d) no admission where the slot is missed.

8.4 No-show is generally non-refundable, except where mandatory law requires otherwise or where explicitly stated in the booking conditions.

9) Guided tours and self-guided experiences

9.1 Guided tours must start on time. Customers arriving late may miss part of the tour without refund.

9.2 The tour route, language availability and duration are approximate and may be adjusted due to operational reasons.

9.3 Self-guided experiences and audio guides require a compatible mobile device. The Operator is not liable for Customer’s device issues, battery shortage or network limitations.

10) Cultural and musical events (special terms)

10.1 Event programmes may include concerts, performances or other cultural activities.

10.2 Programmes, performers, repertoire, duration and schedule are subject to change. Changes in programme do not automatically entitle the Customer to a refund.

10.3 Event start times are strict. Latecomers may be denied entry or admitted only during suitable breaks according to staff decision.

10.4 The Operator may relocate seats/standing zones if required for safety, production or operational reasons.

10.5 Recording policy: unless explicitly permitted, audio/video recording may be prohibited or limited. Professional recording equipment may be banned.

10.6 Customers attending Events must follow venue etiquette. Disruptive behaviour may result in removal without refund.

11) Pricing, VAT and invoicing

11.1 Prices are displayed in the applicable currency depending on the sales channel.

11.2 VAT treatment depends on the product and applicable Czech/EU rules.

11.3 Invoices/receipts are available in accordance with applicable law. For OTA purchases, invoices may be issued by the OTA/reseller.

12) Cancellations, rescheduling and refunds

This section distinguishes between different sales channels and product types.

12.1 On-site sales: tickets purchased on-site are generally non-refundable unless required by law, or unless the Operator cancels the service/event.

12.2 Direct online sales (our own channels): cancellation/refund eligibility is governed by the cancellation policy shown at checkout and on the ticket/voucher.

12.3 OTA/reseller sales: refunds and rescheduling are governed primarily by the OTA’s terms. Customers must request cancellations/changes via the OTA.

12.4 Event tickets: unless explicitly stated otherwise, Event Tickets are non-refundable once purchased. Rescheduling is not guaranteed and depends on ticket type and operational possibilities.

12.5 If the Operator cancels an Event: the Customer is entitled to either (i) a refund of the ticket price or (ii) rebooking to an alternative date, depending on Customer preference and availability.

12.6 If access is partially restricted (e.g., limited areas): no refund is guaranteed, but the Operator may provide partial compensation, discount vouchers or alternatives at its sole discretion, unless mandatory law provides otherwise.

12.7 Transaction fees: Where refunds are granted, payment gateway fees, currency conversion fees or OTA commissions may be non-refundable.

13) Right of withdrawal (EU consumers)

For services tied to a specific date or time (e.g., tickets and events), the right of withdrawal may not apply under EU consumer law exceptions. For digital content, withdrawal rights may be lost once performance begins. The exact legal treatment depends on product type and sales channel.

14) Safety and liability

14.1 The Customer enters and attends at their own risk.

14.2 The Operator is not liable for personal injuries, accidents, loss or theft of personal belongings, except where caused by gross negligence or unlawful conduct of the Operator.

14.3 Visitors are responsible for supervising children and persons under their care at all times.

14.4 Some areas may have stairs, uneven surfaces or limited accessibility due to historical architecture.

15) Force majeure

The Operator shall not be liable for failure to provide Services due to Force Majeure, including but not limited to: emergencies, government restrictions, extreme weather, power outages, strikes, security threats, or other events outside reasonable control. In such cases, we may provide rescheduling or refund solutions where feasible, but this is not guaranteed beyond mandatory legal obligations.

16) Complaints and customer support

Complaints and enquiries should be sent to: helas@helas.org. The Customer should include booking reference/ticket ID and relevant details. For OTA purchases, the Customer may need to contact OTA support first; however, the Operator may assist where possible.

17) Personal data protection

The Operator processes personal data in accordance with GDPR and Czech laws. Details are provided in the Operator’s Privacy Policy available on www.helas.org or provided upon request. Personal data may be processed for booking fulfilment, ticket validation, customer support, accounting, legal compliance and fraud prevention.

18) Governing law and jurisdiction

These Terms are governed by the laws of the Czech Republic. Disputes shall be resolved by competent Czech courts unless mandatory consumer law provides otherwise.

19) Final provisions

If any provision of these Terms is held invalid, the remaining provisions remain effective. The Operator may update these Terms. The version effective at the time of purchase applies to the Customer’s Booking/Ticket unless mandatory law requires otherwise.

Operator: AGENTURA HELAS, s.r.o., IČO 26744279, DIČ CZ26744279, Malá Štupartská 635/6, Staré Město, 110 00 Praha