So you are giving us correct credit card details, your card hasn’t expired and you haven’t reached the limit? The best way to confirm the exact reason for the failure is to get in touch with your issuing bank as there are multiple reasons why they may block transactions. Depending on your bank’s reasons, you still may be able to complete the transaction through the secured payment link we can send you so don’t hesitate to contact us for that!

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 assist you with re-arrangements.

For most of the tours, you can choose the pick-up location during the check-out process. After you complete the booking, all the important details can be found on the voucher. In case the operator does not offer a pick-up service, the starting location will be stated on the voucher. 

If pickup is not an option for your tour or you’re unsure about its meeting location, contact our support team and we’ll confirm this information. We don’t want you to miss your pick-up!

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

Always check the weather forecast before the tour. Besides proper clothing, take your voucher, phone, credit card or some cash.

Let us know if your tour was canceled and we will take care of your refund. To make your visit more enjoyable, we can use your funds to book another tour, just be in touch with us through info@tourdesk.io and we'll give you our best recommendations.

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

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.

We offer a wide range of private tours on our website. If you are looking for something even more special, please send us an email to info@tourdesk.io and we’ll happily arrange an experience for you!

That’s very unfortunate! If you are still waiting to be picked up for your tour, it is important to call your tour operator directly. Sometimes they are on their way a bit late due to some unexpected issues, such as traffic or problems finding a guest.

The phone number of the operator along with pick-up time and location can be found on your voucher. In case you have missed your pick-up, we will try to reschedule it.

We take all transaction discrepancies very seriously. Please make sure to contact our customer support team and provide us with the proof of double charge from your bank. A screenshot of the transaction will do the job!

Changing plans? Our support team will assist you with any modification! Try to let us know in advance so we have more time to organize your trip as best as possible.

The 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

Please send an email to our customer support team. If it is for a tour that is supposed to start within 12 hours, please call customer support instead and one of our agents will gladly provide you with your voucher.

It is possible that the tour does not pick up from there. Please select the nearest pick-up location, or contact us and we will provide advice.

We take customer satisfaction very seriously. It is important for us that you like and enjoy the tour you were on. If you have any complaints, please reach out and we will connect you to the operator and work with you on resolving your issue.

Usually quick and right after it was requested. Sometimes we need to wait a bit to get a confirmation from your tour operator that you are eligible for a refund. Once we process it, it can take a few business days for the money to return to your account. The refund will always be processed to the credit card that has been used for the purchase. You can request a refund here.

Changing plans? Contact our support team to reschedule or modify your tour accordingly. If you prefer to cancel, we'll of course do that but please note that a 3% admin fee will be subtracted from the amount, to cover costs incurred. You can cancel your booking by requesting a refund or by contacting our support team.

Most of the tour operators will accept the voucher on your phone. Always check your voucher first as it will be stated there if it needs to be printed out or not.

We work with hundreds of accommodation providers all over the world, and while TourDesk is primarily an online platform, some of them can offer to take cash payments at their receptions. Everything booked via individual affiliate portal pages needs to be paid electronically (credit card, debit card, or other electronic payment methods). Check with your accommodation to see if they have the cash option enabled at their location!

It’s not possible to pay on the location as all payments go through TourDesk. To complete a booking, you need to make the payment during the booking process. Most operators have a cut-off time, meaning, it’s not possible to book the tour if it’s too close to the starting time.