Refunds and cancellation

A booking is made up of the items you buy, such as a tour and any extra phones. An item counts as used once it has been opened with your access code.

If you bought from us directly

• Items not yet used: write to [email protected] at any time. We will cancel those items and refund up to the full price paid for them.
• Items already used: once an item has been opened with your access code, it cannot be refunded, because it has been delivered.

If you booked through a marketplace

If you bought through a marketplace or reseller, such as Viator, its cancellation terms are the minimum you get. Viator’s standard terms, for example, give a full refund if you cancel at least 24 hours before your travel date. Where the marketplace allows it, our own terms above apply as well, so items nobody has used can still be refunded after that. Cancellations of marketplace bookings go through the marketplace; you can also write to us and we will help.

Cancelled items

When items are cancelled and refunded, the access code no longer works for them.

Travelers in the EU and the UK

When you buy directly from us, you have a 14-day right to withdraw from a purchase of digital content. At checkout we ask you to agree that your tour is delivered immediately and to acknowledge that you lose that right once delivery has begun. Our policy for unused items, above, still applies.

How refunds are paid

Refunds go back to the payment method you used, normally within a few business days of our confirmation. Marketplace refunds are paid by the marketplace.