Frequently asked questions
Have more questions? Contact us.
How can I book a tour?
To reserve a tour, simply browse our selection of available options, choose the one that appeals to you, and follow the instructions that are given to finalise your booking and complete the payment online. Once the payment has been processed, you will be able to see the tour confirmation along with a receipt displayed on the screen.
How far in advance should I book?
The majority of the tours are available for booking at least 10 hours to 48 hours in advance. However if they are unavailable or take longer, a complete full refund will be issued.
What if I have dietary restrictions or allergies?
If you have any allergies or dietary requirements, please contact us after the full payment has been made. However, not all products can meet particular needs, so please read the product description carefully. Our local partners are accustomed to catering to a wide range of tourists; depending on the tours, you may eat gluten-free, vegan, or with a nut allergy.
What is the cancellation policy?
Each product sets its own deadline for free cancellation period. The specific cutoff or cancellation policy for each product is displayed accordingly. If the cancellation policy aligns with the cancellation period, travellers will receive the full payment in accordance with the payment method used.
is the card details is safe?
Absolutely! We’ve teamed up with Stripe, so stripe take care of the payment process for us. Stripe has achieved certification as a PCI Service Provider Level 1, which is the highest level of security certification in the payments industry. This means it adheres to strict guidelines for keeping cardholder data safe. Sensitive information is securely encrypted while it’s being transmitted (with TLS/SSL) and when it’s stored (using AES-256 encryption). Rather than keeping real credit card information on a merchant’s server, Stripe substitutes it with a unique, random “token”.
Is it possible to pay by bank transfer without card payment or Apple Pay?
If you would like to pay via bank transfer, please contact us and we will gladly share our banking details with you! Just a polite reminder that we can’t fulfil your reservation until we receive the bank transfer payment.
Are additional participants without reservations allowed to join after I have made my booking?
If you desire to include other travellers in your reservation, it is possible. however, if they are not part of the current reservation, then additional payment is necessary.
How the refund work?
If you eligible for a refund, it will be sent to your original payment method immediately or within a week, excluding bank holidays, depending on your payment method and bank processing times.
What will happen if it rains during the experience?
Many tours, especially walking tours or those on large boats, continue to operate even in the rain, as long as it’s safe to do so. If you decide not to go on the tour, you will often lose the cost of the ticket. Please feel free to check out the experience prior to reservation. It’s important to note that such policies can vary based on the product. In some cases, the supplier may provide free cancellation, but that’s not the case for all. The product will keep you updated on the cancellation policy, if any.
Are there any payment methods available besides card payment?
We happily offer bank transfers in EURO, USD, New Zealand, and Australian bank accounts, as well as PayPal and Alipay options. Unfortunately, we can’t accept cash payments or paid later.
Does the customer receive an alert before the card payment is charged?
When you select to pay with a card and input your card information, your card will be debited right away. If the product has free cancellation conditions, a refund will be granted provided cancellation made within the cancellation period.
How can I contact customer support during the tour?
You may contact us directly using the email or phone number given. Simply mention your reservation information, product, tour date, and any queries you have, and we’ll be happy to assist you!
if the tour cancelled due to force majeure, does refund is possible?
If an unforeseen event occurs, such as a natural catastrophe, pandemic, or war, you are typically entitled to a refund. However, tour operators often choose to offer credits or alternative tour first. If that is not an option, you will be offered a full refund.
Is there any discount for big groups?
The product prices are generally final since they include a discount. If you have 10 travellers in your group, please contact us, albeit this is not guaranteed and will depend on the circumstances.
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