Effective: 7 September 2026 (until withdrawn or amended) · Version: 1.0
1.1. These General Terms and Conditions (hereinafter: GTC) set out the conditions for using the digital tour-guiding platform called MyGuide Live (hereinafter: Platform) as a tourist, participant or listener.
1.2. Service Provider details:
| Item | Detail |
|---|---|
| Company name | IGuide Production Kft. |
| Registered seat | 2013 Pomáz, Horváth u. 4., Hungary |
| Company registration number | 13 09 194493 |
| Registering court | Company Court of the Budapest Environs Regional Court |
| Tax number | 26385792-2-13 |
| EU VAT number | HU26385792 |
| Representative | Gálosné Frey Mónika |
| ig@i-guide.hu | |
| Website | myguidelive.com |
1.3. The Platform's hosting provider: Vercel Inc., 340 S Lemon Ave #4133, Walnut, CA 91789, United States, email: privacy@vercel.com. The database service is provided by Supabase Inc.; the data is stored in the European Union (Paris, France).
1.4. The language of this GTC is Hungarian. The Service Provider may also make the Platform interface and this GTC available in other languages; in the event of a discrepancy, the Hungarian-language version prevails, unless a mandatory consumer-protection rule of the Member State of the Tourist's habitual residence provides otherwise.
1.5. This GTC is not filed, is concluded solely in electronic form, and does not refer to a code of conduct.
Important: this document applies to Tourists and Listeners. Tour guides, tour leaders and travel agencies are governed by a separate document, the MyGuide Live – General Terms and Conditions for Tour Guides and Partners.
Platform: the web application available under the myguidelive.com domain, together with the mobile applications published by the Service Provider and any other interface through which the Service can be used.
Service Provider: IGuide Production Kft.
User: any natural or legal person who uses the Platform.
Tourist: the User who books a tour-guiding service through the Platform. The Tourist is typically a consumer.
Listener: the natural person who, through the Whisper feature — using a PIN code or QR code — listens to the audio of a live tour. The Listener does not need to register, and the service is free of charge for them.
Guide: the business or sole trader that has registered on the Platform and offers a tour-guiding or tour-leading service through it.
Consumer: under point 3 of Section 8:1(1) of Act V of 2013 on the Civil Code (Civil Code), a natural person acting outside their trade, self-employment or business activity.
Whisper: the Platform's live audio streaming feature, through which Listeners can hear the Guide's voice in real time on their own device.
Explorer: the Platform's marketplace feature, on which Guides advertise their services and Tourists can book them.
Booking: the service contract concluded between the Tourist and the Guide through the intermediation of the Platform.
Tour: the tour-guiding or tour-leading service provided by the Guide.
3.1. This GTC applies to every legal relationship between the Service Provider and the Tourist or the Listener.
3.2. By starting to use the Platform, by registering, or by placing a Booking, the User declares that they have read, understood and accept this GTC as binding on them. By using the Whisper feature as a Listener, the Listener accepts the relevant provisions of this GTC.
3.3. The Service Provider is entitled to amend this GTC unilaterally where this is justified by a change in legislation, a decision of an authority, a change in the content or operation of the Service, a technological change, a security reason or a material change in the Service Provider's business operations.
3.4. The Service Provider notifies the User — where the User is registered — of the amendment at least 15 days before it takes effect, by email and by a notice published on the Platform. Bookings already placed and confirmed are always governed by the GTC in force at the time of the Booking; the amendment cannot be applied retroactively.
3.5. If the User does not accept the amendment, they are entitled to terminate the contract free of charge with immediate effect before the amendment takes effect, and to request a refund of the unused amount they have paid. Use of the Platform after the amendment takes effect constitutes acceptance of the amendment.
3.6. The GTC in force at any given time is continuously available on the Platform and downloadable from it. The Service Provider archives earlier versions.
4.1. The Service Provider provides an information society service and, within it, an intermediary service. The Platform consists of two main features:
The Whisper feature allows the participants of a tour to hear the Guide's voice on their own smartphone, through earphones, so that no physical tour-guide receiver is needed. The Listener joins using the six-digit PIN code or the QR code received at the start of the tour. The Whisper feature is free of charge for the Listener; no registration is required.
The audio streaming is provided by the Service Provider's technical subcontractor, LiveKit. The audio stream is real-time; the Service Provider does not record or store it.
Through the Explorer feature, the Tourist can view the profiles, services, available dates and prices of registered Guides, and can book and pay for the selected service online.
4.2. Technical conditions for using the Service: a device with an internet connection running a modern browser and, for Whisper, additionally a working audio output (earphones recommended). The Service Provider is not liable for errors resulting from shortcomings of the device, the operating system, the browser or the internet connection.
4.3. The quality of the Whisper audio stream may be affected by network coverage, the number of concurrent users and on-site conditions. The Service Provider does not guarantee continuous, uninterrupted audio quality but ensures the availability of the service with the diligence that can be expected of it.
5.1. No registration is required to use the Whisper feature as a Listener. Registration is required to make a Booking through the Explorer feature.
5.2. Registration is open to a natural person who is at least 16 years old and has full or limited legal capacity. A person with limited legal capacity may place a Booking involving a payment obligation only with the consent of their legal representative.
5.3. The User is responsible for the truth and accuracy of the data provided during registration. The Service Provider is not required to check the truth of the data but is entitled to do so.
5.4. Registration may take place by providing an email address and a password, or through a third-party service (e.g. a Google account). In the latter case, the third-party provider's data processing terms also apply.
5.5. The User must keep their password secret and may not disclose it to any third party. The User is responsible for actions taken with the account. The User must notify the Service Provider without delay if they detect unauthorised use of the account.
5.6. A natural person may maintain one user account. Creating multiple accounts for the purpose of repeatedly obtaining discounts, bonuses or free services is prohibited.
5.7. The User may delete their account at any time, without giving reasons, on the Platform interface or by a statement sent to the Service Provider. Deletion of the account does not affect obligations arising from Bookings already made and does not affect the processing of data that the Service Provider is required by law to retain.
6.1. On the Explorer interface, the Tourist selects the desired service, date and number of participants, provides the necessary data — including the telephone number needed for contact — and then finalises the booking by pressing the button labelled "Order with an obligation to pay".
6.2. Before the button is pressed, the Platform summarises all the essential details of the Booking, and the Tourist can correct data-entry errors. The Tourist can go back at any step of the booking process.
6.3. Placing a Booking constitutes an offer with an obligation to pay. The contract is formed when the Service Provider confirms the Booking electronically, by email. The Service Provider sends the confirmation within 48 hours of receipt of the Booking at the latest; failing that, the Tourist is released from the offer.
6.4. The service contract is formed between the Tourist and the Guide. The Service Provider acts as an intermediary in the formation of the contract and, in its own name, provides only the service relating to the operation of the Platform. The Guide is responsible for the performance of the tour-guiding service — for its quality, content, duration and lawfulness.
6.5. In processing the payment, the Service Provider acts in the name of the Guide and forwards the fee collected to the Guide.
6.6. The concluded contract qualifies as a contract put in writing; the Service Provider records it electronically and makes it available to the Tourist in their user account.
7.1. The prices shown on the Explorer interface are the gross prices set by the Guide, i.e. inclusive of value added tax, in euros or in the currency indicated for the offer in question.
7.2. The price includes the fee for the tour-guiding service. Unless otherwise indicated, the price does not include entrance tickets, transport costs, meals and other expenses relating to the tour. The Guide must provide information on these in the description of the offer.
7.3. Payment is made through the Platform, via the payment service of Stripe Payments Europe, Ltd. (1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland). The Service Provider does not have access to and does not store bank card data. The payment service provider's own terms and privacy notice apply to the payment.
7.4. The Service Provider issues an electronic invoice to the Tourist, sent to the email address provided during the Booking. By placing the Booking, the Tourist consents to receiving the electronic invoice.
7.5. The Service Provider reserves the right to expand, restrict or discontinue the available payment methods. This does not affect Bookings already placed.
8.1. The Tourist may cancel the Booking free of charge up to 3 hours before the meeting time set for the start of the tour. In that case the Service Provider refunds the full amount paid.
8.2. In the case of cancellation within 3 hours of the meeting time, and in the case of the Tourist's no-show, the fee is not refundable, unless the reason for the cancellation is an unavoidable obstacle outside the Tourist's control and the Tourist proves it. In such a case the Service Provider — in consultation with the Guide — may, as a matter of equity, provide a partial or full refund.
8.3. Where the Tour is cancelled or fails to take place for a reason within the Guide's control, the Tourist is entitled to a refund of the full amount. In such a case the Service Provider strives to offer an alternative date or another Guide but is not obliged to do so.
8.4. Where the Tour fails to take place for weather-related or other reasons within neither party's control, the parties primarily agree on a new date. Failing agreement, the Tourist is entitled to a refund of the full amount.
8.5. The refund is always made using the payment method and to the payment instrument that the Tourist used for the original transaction, unless the Tourist expressly provides otherwise. The refund does not involve any additional cost for the Tourist. The refund is initiated within 14 days of acceptance of the cancellation at the latest; the time of crediting depends on the payment service provider and the card-issuing bank.
8.6. Modification of the Booking (date, headcount) can be initiated on the Platform interface and is subject to the Guide's confirmation.
9.1. As a consumer, the Tourist has a right, under Government Decree 45/2014 (II. 26.) on the detailed rules of contracts between a consumer and a business, to withdraw from or terminate the contract without giving reasons within 14 days of the conclusion of the contract.
9.2. Exception to the right of withdrawal. Under point (l) of Section 29(1) of Government Decree 45/2014 (II. 26.), the consumer has no right of withdrawal in the case of a contract for a service relating to leisure activities if the contract provides for a specific date or period of performance. The tour-guiding service — a leisure service tied to a specific day and time — falls within this category, and therefore the Tourist has no right of withdrawal in respect of a Tour booked for a specific date.
9.3. Despite the above exception, the Service Provider provides the Tourist with the cancellation and refund rules set out in section 8 of this GTC, which are more favourable than the statutory minimum.
9.4. If the Tourist uses a service that does not fall within the exception under point 9.2, they may exercise their right of withdrawal by using the model statement in Annex 1 to this GTC or by a clear written statement, sent to ig@i-guide.hu or to the Service Provider's registered seat. To meet the withdrawal deadline, it is sufficient to send the statement before the deadline expires.
9.5. In the case of withdrawal, the Service Provider refunds all consideration provided by the Tourist without delay, and no later than 14 days from becoming aware of the withdrawal.
10.1. The Service Provider is an intermediary service provider that provides a technical means for Tourists and Guides to make contact and conclude contracts. The Service Provider is not a travel organiser or a travel agent; no travel package can be booked on the Platform.
10.2. The Service Provider is not a party to the service contract formed between the Tourist and the Guide, and is not liable for:
10.3. The Service Provider acts with the diligence that can be expected of it when checking Guides' registrations, but does not warrant the truth of the data provided.
10.4. In the course of operating the Platform, the Service Provider is liable for damage caused by breach of contract under the rules of the Civil Code. The Service Provider is not liable for lost profit, lost financial advantage and consequential damage, unless it caused the damage intentionally, or unless the damage is a consequence of a breach of contract harming human life, physical integrity or health. The limitation of the Service Provider's liability does not affect the rights to which the consumer is entitled by law.
10.5. The Service Provider is not liable for content originating from third parties placed on the Platform. The procedure for reporting and removing illegal content is set out in the Moderation and Notice Policy.
10.6. The Service Provider is not liable for damage resulting from a fault or outage of the electronic communications network, a shortcoming of the User's device or software, or an outage of a third-party service (in particular the payment service provider, the audio streaming service provider or the hosting provider).
11.1. After the Tour, the Tourist may post a rating and a written review of the Guide and the service.
11.2. Ensuring the authenticity of reviews. The Service Provider allows a review to be posted only by a Tourist who has a confirmed and performed Booking with the Guide in question in the system. The Service Provider checks this by automated means, based on the booking data. The Service Provider does not post reviews that cannot be identified with an actual Booking, and does not publish reviews for consideration.
11.3. A review must be genuine and objective. Reviews that are defamatory, abusive, obscene, that state an untrue fact, that unlawfully disclose another person's personal data, or that contain advertising or contact details are prohibited.
11.4. The Service Provider does not filter reviews on the basis of their favourable or unfavourable content. The Service Provider removes or does not publish only reviews that breach points 11.2 and 11.3, and gives a statement of reasons for this in accordance with the Moderation and Notice Policy.
11.5. The Guide is entitled to respond publicly to a review concerning them.
12.1. The Service Provider compiles the results list shown on the Explorer interface on the basis of the following main parameters, in decreasing order of weight:
12.2. The Service Provider currently does not use any arrangement whereby a Guide can obtain a better position in the results list in return for direct or indirect consideration. If the Service Provider introduces such a feature in the future, it will indicate it clearly in the results list with a "Featured" or equivalent label, and will amend this point accordingly.
12.3. The Service Provider does not offer its own tour-guiding service on the Platform, so no question of differentiation between its own offers and those of third parties arises.
13.1. The User may use the Platform only for its intended purpose, in compliance with the applicable law and this GTC.
13.2. The following are prohibited in particular:
13.3. In the event of a breach of this point, the Service Provider acts in accordance with the Moderation and Notice Policy and is entitled to restrict, suspend or terminate the User's account, with reasons.
14.1. The Platform, its graphic design, source code, database, trademarks, logos and the texts, photographs and videos produced by the Service Provider are the intellectual property of the Service Provider and are protected under Act LXXVI of 1999 on copyright and the applicable trademark rules.
14.2. The Service Provider grants the User a non-exclusive, non-transferable, non-sublicensable licence limited to the intended use of the Platform. This licence does not extend to the reproduction, adaptation, reverse engineering, distribution or commercial exploitation of the Platform or any of its elements.
14.3. In respect of content uploaded by the User (in particular reviews, photographs, messages), copyright belongs to the User. By uploading, the User grants the Service Provider a non-exclusive, royalty-free licence without territorial limitation, existing solely to the extent and for the period necessary to provide the Service, to display the content on the Platform and to comply with legal obligations.
14.4. This licence does not extend to the use of the content for marketing or advertising purposes. For such use, the Service Provider requests separate, express consent from the User, which can be withdrawn at any time.
14.5. The User warrants that the content they upload does not infringe any third-party right, in particular copyright, trademark protection, personality rights or the right to the protection of personal data.
15.1. The Service Provider strives for continuous availability of the Platform of at least 99% on an annual basis, but does not guarantee uninterrupted and error-free operation of the Platform.
15.2. The Service Provider is entitled to suspend the Platform temporarily for maintenance. Where possible, the Service Provider gives advance notice of planned maintenance.
15.3. The Service Provider is entitled to develop and modify the features, appearance and content of the Platform. Having regard to Government Decree 373/2021 (VI. 30.) on the detailed rules of contracts for the supply of digital content and digital services, the Service Provider is entitled to modify the Service beyond the characteristics necessary for performance in conformity with the contract only where
15.4. If the modification significantly adversely affects the Tourist's access to or use of the Service, the Tourist is entitled to terminate the contract free of charge within 30 days of receiving the information, and to request a refund of the unused amount paid.
15.5. The Service Provider is entitled to discontinue the entire Service. In that case it notifies Users at least 60 days in advance and refunds unused amounts paid.
16.1. The Service Provider processes personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR) and Act CXII of 2011 on informational self-determination and freedom of information.
16.2. The detailed conditions of the processing are set out in the Privacy Notice available on the Platform, and the use of cookies is set out in the Cookie Notice. These documents form an inseparable annex to this GTC.
17.1. The Tourist may file a complaint relating to the Service at:
17.2. The Service Provider remedies an oral complaint immediately where possible. Where this is not possible, or in the case of a written complaint, the Service Provider examines the complaint on the merits and replies in writing, with reasons, within 30 days of receipt of the complaint. The Service Provider keeps the complaint and the reply to it for 5 years in accordance with Act CLV of 1997 on consumer protection (Consumer Protection Act).
17.3. A complaint about the quality of the tour-guiding service must in the first instance be filed with the Guide. The Service Provider assists in forwarding the complaint and in the discussion between the parties.
17.4. If the complaint is rejected, the Tourist may turn to the following forums:
Pest County Conciliation Board — 1055 Budapest, Balassi Bálint utca 25. IV. emelet 2.; +36 1 792 7881; pmbekelteto@pmkik.hu
Consumer protection authority: the organisational unit acting in the consumer-protection remit of the county government office competent for the Tourist's place of residence. Contact details: kormanyhivatalok.hu
Conciliation board: for the out-of-court settlement of a consumer dispute, the Tourist may turn to the conciliation board competent for the Service Provider's registered seat or for their own place of residence or stay. National directory of conciliation boards: bekeltetes.hu. The Service Provider is under an obligation to cooperate in the conciliation board procedure. The Service Provider makes no general submission statement in this GTC.
In the case of a cross-border consumer dispute — if the Tourist's place of residence is in another Member State of the European Union, in the United Kingdom, Iceland or Norway — the Tourist may request the assistance of the European Consumer Centre: magyarefk.hu
Please note that the European Commission's online dispute resolution (ODR) platform was discontinued on 20 July 2025 under Regulation (EU) 2024/3228, so it is no longer possible to submit a complaint through it.
18.1. Neither party is liable for a failure or delay in performing the contract if it was caused by an unforeseeable and unavoidable circumstance outside its control, the prevention of which could not be expected of it (in particular: natural disaster, epidemic, war, act of terrorism, measure of an authority, nationwide power outage or internet outage, strike).
18.2. In the case of force majeure, the deadline for performance is extended by the duration of the circumstance. If the force majeure situation persists for more than 30 days, either party is entitled to withdraw from or terminate the contract.
18.3. In the case of failure due to force majeure, the amount paid by the Tourist that is not covered by consideration must be refunded.
19.1. This GTC and the legal relationship formed between the Service Provider and the Tourist are governed by Hungarian law, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods. The choice of law may not result in depriving the Tourist of the protection afforded by those provisions of the law of the Member State of their habitual residence that cannot be derogated from by agreement.
19.2. The parties primarily seek to settle their disputes by negotiation. Failing negotiation, the court having jurisdiction and competence under Act CXXX of 2016 on the Code of Civil Procedure acts in the judicial proceedings. The Service Provider does not stipulate exclusive jurisdiction against the Tourist as a consumer.
19.3. If any provision of this GTC proves to be invalid or unenforceable, this does not affect the validity of the other provisions. The invalid provision is replaced by the valid provision closest to the contractual intent of the parties and to the economic purpose of the provision.
19.4. The Service Provider is entitled to transfer its rights and obligations arising from this contract to a third party, provided that this does not impair the Tourist's rights. The Service Provider notifies the Tourist of the transfer at least 30 days in advance, and in that case the Tourist is entitled to terminate the contract free of charge.
19.5. The Service Provider has not subjected itself to any code of conduct.
Complete and return this form only if you wish to withdraw from the contract under section 9 of this GTC.
To: IGuide Production Kft., 2013 Pomáz, Horváth u. 4., Hungary, ig@i-guide.hu
I, the undersigned, declare that I exercise my right of withdrawal/termination in respect of the contract for the provision of the following service:
Judicial route: irrespective of the above, the Tourist is entitled to enforce their claim through the courts at any time.
17.5. In the case of a data protection complaint, the Tourist may turn to the Hungarian National Authority for Data Protection and Freedom of Information (1055 Budapest, Falk Miksa utca 9-11.; postal address: 1363 Budapest, Pf. 9.; ugyfelszolgalat@naih.hu; naih.hu).