FAQs

Frequently Asked Questions

You can check the cancellation policy of your order and cancel it by accessing the My Booking page. After pressing "cancel booking" once, the cancellation policy will be displayed, and you will have to click "cancel booking" again, in order to confirm the cancellation.

For each experience, the cancellation policy can be found on the experience page below the Location and Provider sections.

If you are experiencing trouble with cancelling online, please contact us via the contact form or for an urgent matter via the phone. We are available from 9.00 to 19.00 CET+2 (Central European Time).

Check the ‘What's included’ section on the detail page to know whether your tour includes pick-up.

Please note that you may be required to provide your hotel address and contact details, even if pick-up is not included. This way, they can easily get in touch in the event of a modification.

When you make a new booking, click on ’check availability’, and if pick-up is provided, you'll see a list of available pick-up locations (hotel or generic).

Select an activity or attraction. Click on the button to Check Availability and select a date. Only available dates will be highlighted - Some tours have multiple options that will appear here i.e. tour language, seating, public group or private tour, etc. Be sure to select the options relevant to you. You’ll then be prompted to select your desired starting time – if applicable – and the number of participants in your group. Then click ‘Add to cart’ - Fill in your personal information and payment details on the following page and click ‘Book now’ - Once you submit your booking, the reservation will be confirmed. In most cases, booking is confirmed immediately after purchase or in the next few hours – unless indicated otherwise in the activity description. You’ll receive the ticket voucher via email. In case you don't receive the email, please check the spam folder.

Please follow the instructions present on your voucher, and if it is a mobile voucher or if it needs to be printed.

We recommend all our customers to arrive at the meeting point 15 minutes before the activity begins, so if you have any problems we can help. If you are at the meeting point and do not see your captain, please make sure you have the latest version of the voucher with updated information, check if you are at the correct meeting point, and call our customer service team. You can find our number in your voucher.
Sometimes rates may vary depending on season/ date. For example; prices are always higher in July and August which are high-season months.
Once you've completed the payment, you can request an invoice for your tour. We can deliver your invoice only after your tour/trip is completed.
Yes, we use an online payment system that is internationally recognized and entirely secure. It protects against fraud and unauthorized transactions by encrypting your payment information.
For some events, the pick-up time selected at the booking process is indicative and needs to be confirmed by the local supplier. Please refer to the instructions on the voucher to make sure you do not need to reconfirm the pickup time and location with the partner before the excursion.
In most cases, booking is confirmed immediately after purchase or in the next few hours – unless indicated otherwise on the activity description. You’ll receive a confirmation email with the voucher. If you can't see your tickets in your email inbox, try looking in the spam folder. If you still cannot find them, please contact us via the chat or contact form.
If you used a gift card to pay for your excursion that was cancelled, the refund will go to the gift card. If you used your gift card to partially pay for your activity, the part that was paid by gift card will go back to the gift card, and the remaining payment will be refunded via the same method you used to make the booking (credit card, cash etc.)