Complaints and dispute resolution

A complaint is information we would not otherwise get. Tell us during the tour if you can — most problems are solved on the spot — and in writing afterwards if not.

Step 1 — during the tour

Tell your guide or call the office on +995 577 41 63 14 (24 hours on tour days). Most issues — a room, a meal, a timing — are fixed within the hour.

Step 2 — in writing

Write to info@castle.ge within 28 days of the end of the tour with your booking reference, what happened, when, and what you would consider a fair outcome. We acknowledge within two working days and answer in full within 14 days; if we need longer (for example to hear a hotel’s account) we say so and give a date.

Step 3 — review

If you disagree with the answer, ask for a review by the company’s management (Sheni LLC); a different person reads the file and replies within 14 days. Our decision and the reasons are given in writing.

Remedies

Depending on the case: an apology and a corrected invoice, a partial or full refund, a repeated service, or a credit if you prefer one. We do not ask guests to withdraw public reviews as a condition of a remedy.

If we cannot agree

• Consumers may contact the Legal Entity of Public Law — Competition and Consumer Agency of Georgia (Tbilisi), which handles consumer complaints under the Law of Georgia on the Protection of Consumer Rights.
• Tourism-specific concerns may be raised with the Georgian National Tourism Administration.
• Card payments may be disputed through the issuing bank (chargeback).
• The contract is governed by the law of Georgia; disputes go to the courts of Tbilisi unless mandatory consumer law of your country of residence gives you another forum. EU residents may use the European Commission’s online dispute resolution platform as an entry point; we are not bound to an alternative dispute body but will take part in mediation if proposed.

What we learn

Complaints are logged, reviewed monthly and anonymised in our annual note on the responsible tourism page.

G Tour is a brand of Sheni LLC (შპს „შენი“, identification number 406548222, registered 9 February 2026, legal address Gorgasali Lane 3, Krtsanisi district, Tbilisi; director Ioseb Demetrashvili). Office: Castle in Old Town, 3 Betlemi Rise, 0105 Tbilisi. Paris office: 32 Boulevard de Rochechouart, 75018 Paris. Contact: info@castle.ge, WhatsApp +995 577 41 63 14. Version 1.0 — 26 October 2026. This document is reviewed at least once a year and whenever the law or our practice changes; the date above is the date of the current version.