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FAQs

THE AUTHENTIC EXPERIENCE

What is an authentic experience?


Not all experiences are created equal. Trip Guru strives to connect discerning adventurers like you with each other and with uniquely authentic travel experiences, secrets that used to be ‘reserved’ for locals or people in the know . Our purpose is to create moments that weave themselves into the fabric of your memory, allowing you to discover something original and unique about the place you are visiting, and even about yourself. That, for Trip Guru, is the meaning of an authentic experience.

How can I trust Trip Guru?


With Trip Guru, it’s guaranteed that what you see is what you get. Every single one of our activities has been personally curated by us following the suggestions of local residents and people in the know. Quite simply, if an activity does not fit the Trip Guru lifestyle and mission, it does not become part of our offering.

What happens if something goes wrong?


In the event that something happens that makes your experience with us less than enjoyable, you can be assured that we at Trip Guru will always take full responsibility when it comes to the satisfaction of our customers. Our close relationships with each of the operators we work with ensures that every aspect of your travel experience will fall under the protection of Trip Guru’s strict codes of practice.

BOOKINGS

What does ‘Instant Confirmation’ mean when booking a tour?


Some of our tours are marked ‘Instant Confirmation’, which means you will be able to receive an instant confirmation of your booking via the email address you registered with Trip Guru. You’ll also be able to see your confirmed booking, with all the necessary details, on your personal booking dashboard.

What is the longest that a tour would take to be confirmed?


Some of our tours are marked ’24 Hour Confirmation’, which means that the Tour Operator providing your Activity has a period of 24 hours within which accept or reject your booking, depending on their availability. During this period, the amount of your booking will be out. If the Tour Operator accepts your booking, only then will your credit card be processed. If the Tour Operator rejects it, your credit card will not be processed at all.

REDEEM ACTIVITIES

OK, I’ve got my confirmation email. Now how do I redeem the Activity I’ve booked?


To redeem your Activity, simply print out or display on your smartphone the voucher that came attached with your confirmation email and show it to the Tour Operator on your chosen Activity date.

REQUEST CANCELLATION

When I cancel, will I get a refund?


Trip Guru’s cancellation policy for all tours, activities and attractions lasting a day or less, without accommodation, offered on our platform is as follows: • If you cancel AT LEAST 10 days before the Activity Date: Trip Guru will provide a FULL refund of the price paid at booking. • If you cancel BETWEEN 3 TO 9 DAYS before the Activity Date: Trip Guru will provide a refund of 50% of the price paid at booking. • If you cancel LESS THAN 3 DAYS before the Activity Date, or if you don’t show up on the Date: no refund will be provided by Trip Guru. Trip Guru’s cancellation policy for all tours, activities and attractions lasting more than a day, or including accommodation, or train/flight tickets, offered on our platform is as follows: • If you cancel AT LEAST 14 days before the Activity Date: Trip Guru will provide a FULL refund of the price paid at booking. • If you cancel BETWEEN 7 TO 13 DAYS before the Activity Date: Trip Guru will provide a refund of 50% of the price paid at booking. • If you cancel LESS THAN 7 DAYS before the Activity Date, or if you don’t show up on the Date: no refund will be provided by Trip Guru.

I understand your cancellation policy. How may I proceed to cancel my booking then?


If you need to make a cancellation, you are able to do so at any time using Trip Guru’s convenient Booking Dashboard. Make your cancellation request, apply for any refunds required, and check your request status all in one easy-to-use application.

What if the Tour Operator has no room for my booking? Do I need to request a cancellation?


Should the operator be unable to accommodate your booking on the date or time you’ve selected, or should they be unable to confirm your booking within Trip Guru’s confirmation period, your booking will automatically be cancelled and your payment immediately voided.

REQUEST BOOKING MODIFICATION

If I need to make any changes to my booking, what can I do?


Trip Guru lets you make any needed modifications to your booking using your personal Booking Dashboard. However be advised that the Tour Operator providing your activity has the choice of either accepting or rejecting your request.

What happens if the Tour Operator accepts my modification request?


If the Tour Operator accepts your request, then you will receive a new confirmation email containing your modified booking details plus an updated voucher.

What happens if the Tour Operator rejects my modification request?


If the Tour Operator rejects your request, then you will receive a notification email informing you of the rejection and the Tour Operator’s reasons for being unable to accommodate your modification. If you’re unhappy with the rejection, contact the Trip Guru support team directly and we’ll try our best to sort things out for you.

Is there a possibility that my booking could be modified by Trip Guru?


Trip Guru will never modify your booking directly. However in extraordinary circumstances the individual Tour Operator s we work with to provide our Activities may need to make changes to your booking. In this case, you will receive a notification email informing you of the Tour Operator’s modification request and their reasons for it. You can then accept or reject the request.

What happens if I accept the Tour Operator’s modification request?


If you accept the Tour Operator’s request, you will receive a new confirmation email containing your modified booking details and an updated voucher.

What happens if I reject the Tour Operator’s modification request?


If you reject the Tour Operator’s request, you are guaranteed a full refund from Trip Guru, with our apologies for any inconvenience caused.

REFUNDS

How can I get a refund?


If you need to cancel your booking and get a refund, you can check whether you are eligible for a refund using Trip Guru’s easy cancellation policy (see the ‘Request Cancellation’ section above for more details). Depending on how much time there is between the Activity Date and your request for a cancellation, you may be eligible for a refund by Trip Guru. Please contact our support team directly if you have other types of refund enquiries.

How long will it take to get my refund?


If you used PayPal to pay for your booking, your refund will be immediately processed once your refund is filed. If you used a credit card, your refund will take up to 5-7 days to be processed. For some banks, this process may take up to 30 days. Should you still not have received your refund in your account within these timeframes, please contact our support team directly.

How can I change my booking details after the booking has been confirmed?


Please contact our support team directly if you need to change any booking details of your confirmed booking.

PAYMENTS

How can I check how much each Activity costs, and what’s included in the price?


You can see how much each Activity costs directly within its information page, right under the name of the tour. If you scroll down, you’ll find other helpful information such as whether meals, drinks or even insurance is included in the price.

What currencies does Trip Guru support?


At the moment we only support transactions in U.S. dollars.

How do I pay for an Activity?


You can pay for a Trip Guru activity through either PayPal or a credit card.

Is it possible to pay for an activity in cash or in person?


Unfortunately, Trip Guru does not support payments in cash at the moment, and our physical offices do not handle ticketing and booking.

My payment isn’t going through successfully, what’s going on?


When your payment is not successful, it may be due to the below reasons: - If TripGuru’s website isn’t responding when you hit the ‘Pay’ button, simply reload the page or try again in a minute. - If your card is rejected, please try again with another card. If there are still problems getting your payment through, please contact our support team directly.

Are my payments secured?


Certainly! Trip Guru does not store any of the confidential information you provide to us when making a payment, and you can be assured that none of your credit card details are saved at any time during the payment process.

ACCOUNT

How do I get started with Trip Guru?


To create an account with Trip Guru, simply click on the ‘Sign up’ button on the main login page. You will automatically be shown a form in which you can fill the personal information we need to help you start your Trip Guru journey.

How do I access my profile?


To access your individualized profile page, simply click on your profile button at the top right corner of our website. You’ll be able to do a variety of things through this page, such as change your registered email address, password, and even delete your account if need be.

How do I change my registered email address or password?


To change your password, Just below your profile name, you will see a menu which includes the Settings button. Clicking on this button will lead you to a page where you can edit your registered email address as well as your password.

What happens if I can’t remember my password?


If you can’t remember your password, just click on the ‘Forgot Password’ link at the bottom of TripGuru’s main login screen. You will then be led through a process to retrieve your password via your registered email address.

How do I change my personal details within my account?


If you need to change any personal details within your account, you can do so via the first page on your profile. Here, you’ll be able to change a range of details and information about yourself visible on your public profile.

How do I delete my account?


If you’ve decided to delete your account, you can do so through your profile page. Click the ‘Settings’ button there, then look for the red ‘Delete Account’ button.