How can we help?
Everything is on this one page — open a question to read the answer. Still stuck, a real person replies by email within one business day.
Bookings
How do I change the date of my booking?
Open your order from the confirmation email or from My orders, then choose Request a change. Changes made outside the free-cancellation window depend on the guide's availability.
TODO: 具体改期规则待运营确认。
Where is my e-voucher?
It is attached to your confirmation email and always visible on the order page. If the email never arrived, use Find my order with your booking number and email.
I never got a confirmation email.
Check spam first. If it is not there, your booking still exists — look it up with the order number, or write to us and we resend it.
Can I book for someone else?
Yes. Put their name as the lead traveler; the e-voucher goes to the email you enter at checkout.
Payment
What is the 30% deposit?
You pay 30% of the price online to hold your seats. The remaining 70% is settled with your guide on the day, in cash or by local payment.
The deposit is what gets refunded when you cancel inside the free window.
Which payment methods do you accept?
Apple Pay, credit and debit cards (Visa, Mastercard, Amex, JCB) and PayPal. Card details never touch our servers — payment happens on the provider's hosted checkout.
Which currency am I charged in?
All charges are made in USD. Other currencies shown on the site are a display estimate at today's rate; your bank's rate on the day is what applies.
My payment failed — was I charged?
No. A failed payment means no charge was made. Your seats stay on hold for 15 minutes so you can retry.
Cancellations & refunds
How do I cancel my booking?
Open the order and choose Cancel booking. Inside the free-cancellation window the deposit is refunded automatically to the card you paid with.
How long does a refund take?
We release it immediately; your bank usually posts it within 5–10 business days.
What if the guide cancels?
You get the full deposit back, and we try to move you to another departure first. Weather cancellations are treated the same way.
Your account
How do I change my password?
Go to Account details → Change password. If you cannot log in at all, use Forgot password — the reset link is valid for 15 minutes and can be used once.
How do I delete my account?
Go to Delete account. Bookings that already happened are kept for tax and legal reasons; everything else is removed.
Can I download my data?
Yes — Export my data sends you a machine-readable copy by email.
Do I need an account to book?
You can browse and fill your cart without one. An account is required at checkout, so your booking, voucher and refunds stay retrievable.
On the day
Where do I meet my guide?
The exact meeting point, with a photo and coordinates, is on the activity page and on your e-voucher. Arrive 10 minutes early.
What if I'm running late?
Call the number on your voucher. Guides wait 15 minutes; after that the departure is treated as a no-show.
Practical tips before you go
TODO: 这里之后会放简单实用攻略（支付方式、打车、网络、语言）。内容下一阶段确定。
Contact a human
How do I reach a real person?
Email is the fastest: TODO: support@… — replies within one business day.
TODO: 人工联系方式（邮箱 / WhatsApp / 电话与在岗时段）待确认后填入。
Still stuck?
We don't use chatbots. Write to us and a person answers.