Frequently asked questions
Everything you need to know about booking, payments, cancellations, modifications and what to expect on the day.
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Booking
How do I book an experience?
Find an experience you like, click Book now, choose your date and time, select the number and type of tickets, fill in your details (name, email, phone), and complete payment. You'll receive an emailed confirmation immediately.
Do I need to create an account?
No account is required. After booking, we send a confirmation email containing a secure magic link to manage your booking. There's no password to remember.
Can I book multiple tickets at once?
Yes. Most experiences let you book up to 10 tickets in one transaction. If you need more, look for the "private group" or "buyout" option on the listing, or contact us for help arranging a group booking.
Can I book on behalf of someone else?
Yes. Enter the lead booker's email at checkout — that's where the confirmation, reminders and any updates will go. You can add named participants for each ticket if the operator collects them.
Can I gift an experience?
Today, the simplest way is to book using your own details and forward the confirmation email to the recipient. We're working on dedicated gift vouchers; sign up to our newsletter for first access.
What happens if an experience is sold out?
Look for a Join waitlist button on the listing. We'll email you the moment a spot opens up, with a 24-hour window to claim it before we offer it to the next person on the list.
Payments
What payment methods do you accept?
All major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay and supported regional methods. Payments are processed by Stripe; your card details never touch our servers.
When am I charged?
Immediately on booking, in full. If the operator cancels, you're refunded automatically. If you cancel within the free-cancellation window, you're refunded automatically.
Are there any hidden fees?
No. The total at checkout includes a small platform fee (3% — disclosed before you pay) and any taxes. There are no booking fees, processing fees, or service charges added later.
What currency will I be charged in?
The currency shown on the experience page (typically the operator's local currency). Your bank handles any conversion. We don't mark up exchange rates.
Can I pay in instalments?
Not directly through us. Some banks and card issuers offer instalment plans on eligible cards — check with your provider.
Where's my receipt?
Sent to your email immediately after payment. You can also download it any time from your booking detail page.
Cancellations and modifications
Can I cancel my booking?
Yes — most experiences offer free cancellation up to a set window before the start time (typically 24-48 hours). The exact window is shown on the listing and in your confirmation email. Cancel within the window for a full refund. After the window, refunds are at the operator's discretion.
Can I change the date or number of tickets?
Yes. Open your booking from the link in your confirmation email and click Modify. You can add or remove tickets up to the cancellation deadline. If the new total is higher, you'll be asked to pay the difference; if lower, the difference is refunded automatically.
What if I'm running late on the day?
Contact the operator directly using the phone number in your booking confirmation. Most can hold a slot for 10-15 minutes; some experiences (especially those with shared transport) cannot wait. Acting quickly gives you the best chance.
What if the operator cancels?
You receive a 100% refund automatically — no action needed — and an email explaining what happened. We also help you find an alternative if you'd like.
What if there's bad weather?
Outdoor experiences usually go ahead in light rain. For genuinely unsafe weather (storms, flooding, ice), the operator decides whether to cancel. If they cancel for safety reasons, you're refunded in full. Some operators reschedule to the next available date as default; you can opt to take the refund instead.
On the day
What do I bring?
Each listing has a "What to bring" section. As a baseline: photo ID matching the lead booker's name, your booking number (in the confirmation email), and weather-appropriate clothing for outdoor activities.
How do I check in?
Show your booking number or QR code from the confirmation email. The operator's details — meeting point, parking instructions, what to look for — are in the email and on your booking detail page.
Can I bring children / pets / guests?
Listing-dependent. Each experience shows minimum age, whether children count as separate tickets, accessibility info and pet policy on the page. If anything is unclear, ask before booking — operators usually reply within a few hours.
Accessibility
Are experiences wheelchair-accessible?
Many are. Filter by the "Wheelchair accessible" tag on the browse page. Where partial accessibility is offered (e.g., level access to most stops but stairs at one), it's noted on the listing.
I have an access requirement not listed.
Tell us in the booking notes and we'll forward to the operator before the day. Most operators are happy to make adjustments where possible.
Reviews
Who can leave a review?
Only customers with a confirmed booking that has taken place. We email a review request a couple of days after your event with a personalised link.
How are reviews moderated?
All reviews are moderated by our team within 24 hours. We publish honest reviews — positive and negative — and only reject ones that contain personal abuse, defamation, or off-topic content.
Help
How do I contact support?
Use our contact form for non-urgent questions (one business day). For booking-day urgent issues, the operator's direct phone number is in your confirmation email — they're your fastest route to a fix.
I have a complaint.
We're sorry. Tell us via the contact form with your booking number and we'll investigate within 5 business days. See our refund policy for the formal complaints procedure.