Help Center
Booking, payments, changes and travel documents: the answers travellers ask us for most.
Frequently Asked Questions
How do I book a trip?
Open any tour, hotel or flight deal, choose your dates and the number of travellers, and send the booking. We confirm availability and the final price within a few hours, then send a secure payment link.
When do I pay?
Tours and packages: a 20% deposit holds your place and the balance is due 45 days before departure. Hotels: most stays are paid when you book; flexible rates can be paid at the hotel. Flights: paid in full when we issue the tickets.
Which payment methods do you accept?
Visa, Mastercard and American Express, and bank transfer. Trips over $1,000 can be paid in three instalments at no extra cost.
Can I change my dates?
On most trips, yes. Date changes more than 45 days before departure are free. After that, the airline and hotel rules apply and we tell you the cost before changing anything.
Do I need a visa?
It depends on your passport and destination. When you book we send you the entry rules for your nationality, and the booking documents an embassy may ask for.
Is travel insurance included?
Not by default. We strongly recommend it and can add a policy that covers cancellation, medical care abroad and lost luggage when you book.
What if something goes wrong during my trip?
Call our 24/7 line. A travel expert answers day or night and sorts it out: missed connections, lost luggage, a problem with a room.
How big are your tour groups?
Our group tours take at most 12 to 16 travellers, and every tour can also be booked as a private trip for your family or friends.
Your booking is confirmed when you receive our confirmation email with a booking reference. Keep it: it is what you quote if you call us.
Fourteen days before departure you receive your travel documents by email: e-tickets, hotel vouchers, transfer details and a day-by-day itinerary with the name and number of your local guide.
Need to add a room, an extra night or a traveller? Reply to your confirmation email and we update the booking and the documents for you.
- Choose your trip
Pick a tour, hotel or flight and your dates, or send us a custom trip.
- We confirm
Availability and the final price, usually within a few hours.
- Pay the deposit
20% holds your place; the balance is due 45 days before departure.
- Get your documents
E-tickets, vouchers and your itinerary, 14 days before you go.
Tours and packages. Cancel more than 45 days before departure and you lose only the 20% deposit. Between 45 and 15 days before departure the charge is 50% of the trip price; within 15 days it is 100%. Changing your dates more than 45 days before departure is free.
Hotels. Rooms marked "Free cancellation" can be cancelled at no charge until the date shown on your booking, usually 48 hours before check-in. Non-refundable rates cannot be cancelled or changed.
Flights. The airline's fare rules apply. Most economy fares can be changed for a fee plus any difference in fare; basic fares are non-refundable. We show you the rules before you pay.
Car rental. Free cancellation up to 48 hours before pick-up.
If we cancel. If we have to cancel a trip, for example because the minimum group size is not reached or for safety reasons, you get a full refund or a free move to another date.
How to cancel. Reply to your booking confirmation or call our 24/7 line. We confirm the cancellation and the refund in writing within one working day; refunds reach your card within 5 to 10 working days.
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