How can we help?

The most frequently asked questions and our answers to them.



Customer FAQ

Why hasn't my tour operator picked me up yet?

If you were not picked up for your tour or if the operator is late, it is important to call your tour operator directly. The phone number of the operator can be found on your voucher.

Why do you need my phone or email address?

We need your phone and email address to make sure we can reach you in case there are cancellations or changes to your tour. If we can’t reach you - we can’t solve problems.

My tour was cancelled. Who do I contact about refunds?

Let us know if your tour was cancelled and we will take care of your refund. To make your trip easier, we can use your funds to book another tour, just be in touch with us through info@tourdesk.io and we'll find something together.

Otherwise you can request your refund through our Request Refund interface.

What is the cancellation policy of an operator?

The cancellation policy of an operator is clearly marked in our terms of service during checkout. If you are in doubt, please contact our support team through info@tourdesk.io and they will help you out.

I haven't received my voucher. What should I do?

Fastest way is to go down to your hotel Lobby. They should be able to print out a copy of your voucher for you.

If not you can also contact our support here or send us an email at info@tourdesk.io

Reseller FAQ

Supplier FAQ

How do I get my products into TourDesk?

You can register as a supplier on our website, where you fill in the information requested. The easiest way for import is if you are using a booking system we are connected to, but fret not, we have multiple means of getting your tours visible.

What does my voucher look like?

The voucher will have your logo, tour information (departure date/time/location), name of the client, a QR/BAR code (whichever you prefer) and additional information that you request.

Who do I contact about invoices?

Please send all accounting related questions to accounting@tourdesk.io

When do I get paid?

We will have all invoices paid by the 20th of each month (for the previous month).

How do I get paid?

A sales report is sent on the 5th of each month (for the previous month) which operators then invoice to us. Our accounting department tallies the sales and pays by the 20th of the same month.

How much does it cost me as a Supplier to use TourDesk?

TourDesk is free to use. The only fee in place is the commission per sale, the majority of which goes back to the reseller as an incentive to keep selling.

How do I sign up to become a supplier?

You can easily register as a supplier on our website, where you fill in the information requested. Even if you don’t use any booking system, we have multiple means of getting your tours visible.

Why is my tour not visible on the hotel’s portal/agent?

Hotels maintain full control of their portal page. We encourage you to introduce yourself to hotels and build a lasting and reliant partnership.

Why haven't I been paid?

The most common reason is that we have not yet received an invoice for products sold. Also, please make sure that the invoice is a collection of all tours sold for the set period and not one by one. If none of this is the case, please contact our accounting department.

Why is my product not on the first page in the portal?

The reseller maintains full control of their portal page. We recommend you introduce yourself to them and your product to build/maintain a mutually beneficial relationship.