Frequently Asked Questions
Travel inherently generates questions, worries, and uncertainties, but we're here to alleviate your concerns. Unsure about the ideal trip for you?Wondering about tipping etiquette? Whether your inquiries are common or unique, this is the place to find answers.
Choosing a trip
Are trips physically demanding?
The physical demands of our trips vary depending on the package and are designed to accommodate travelers of all ages. While some trips may involve short distances of walking for exploration in specific locations, we provide a Physical Rating for each trip to help you determine which one is best suited for your preferences and physical capabilities. This rating will indicate the level of physical activity involved, allowing you to choose a trip that matches your comfort level.
Do we offer Family trip ?
We provide an extensive selection of Family Adventures with varying minimum age requirements based on the destination. These age limits are in place to ensure that the activities included in the trips are suitable for each age group. It's important to note that more adventurous destinations may have higher minimum age restrictions due to the nature of the activities involved. We strive to offer a wide range of options that cater to different ages and preferences, ensuring a memorable and enjoyable experience for every family.
How many people will be on trip?
We provide packages suitable for various group sizes, ranging from a minimum of 4 passengers per group to larger groups of up to 40 passengers. The pricing of our packages may vary depending on factors such as the number of travellers in the group, the type of accommodation, and the vehicle used for transportation. For the best experience, we highly recommend opting for the small group option. This allows each traveler to have more personal attention, as well as flexibility in trip arrangements. With a smaller group, there is ample time for everyone to fully enjoy and engage in the activities, ensuring a more immersive and enjoyable journey.
Who will be my group leader?
Although we cannot provide information about your specific leader before your trip, we can assure you that they will be incredible. Our leaders are highly knowledgeable about their respective regions. Some have extensive travel experience in the area, while others are locals eager to showcase their homeland. In longer journeys or those spanning multiple countries, there may be a leader change halfway through the trip. However, this only means you get to experience double the awesomeness as you continue your journey with another exceptional leader.
Can I just do part of the trip?
While we are unable to provide reimbursement for any unused portion of the trip, we do offer the option for you to sign off the trip if you need to depart a day or two earlier. If you inform us in advance, either about your late arrival or early departure, we will notify our on-ground team to make the necessary arrangements and accommodate your specific requirements to the best of our abilities.
Can I make any changes to the itinerary of my group trip, either before or during the trip?
Before booking your group trip, please ensure that you are satisfied with the itinerary as we are unable to make individual changes. However, if you and a group of friends, colleagues, or even your school are interested in having a custom itinerary designed exclusively for your group, please reach out to our highly skilled Tailor-Made team before confirming your trip. They will be delighted to create a personalized itinerary that suits your specific preferences and requirements.
How many people will be on trip?
We are dedicated to promoting inclusive travel experiences and ensuring accessibility for individuals of all abilities, regardless of disabilities. We kindly request that you carefully consider your physical and mental capabilities to complete the chosen itinerary, as some trips may require carrying your own luggage and using public transportation.
Whenever possible, we will make reasonable accommodations to meet the needs of disabled travelers. This may include arranging ground floor accommodations or providing written directions in addition to verbal instructions from our leaders. Many travelers with disabilities have successfully enjoyed our trips by traveling with a friend or companion who can offer assistance with specific requirements. For more information about our itineraries and the accommodations available, please reach out to our sales team.
How do you arrange room sharing on the trip and who will I have to share with?
In our trips, accommodations are typically assigned on a twin-share basis. Solo travelers are paired with another traveler of the same gender, according to the gender marker on their passports. If you prefer to have your own room, the option to pay for an individual room is available on most of our trips.
As a responsible tour operator, we prioritize creating a safe and inclusive environment for all participants. If your gender identity differs from the information indicated on your passport, please contact us, and we will be happy to discuss rooming options with you to ensure your comfort and satisfaction.
Can I book a single room?
For most trips, an individual room option is available. Before confirming your booking, we kindly ask you to reach out to our sales team and request a single room. Please note that an additional charge will apply for single room accommodations. It is important to confirm this arrangement with our team to ensure your preference for a single room is accommodated appropriately.
Can we book a triple room?
Depending on the trip style you select, it may be possible to request a triple room. You can make this request at the time of booking. However, please note that as our bookings are typically made well in advance, we cannot guarantee specific room arrangements. While we will do our best to accommodate your request for a triple room, it is subject to availability. We recommend contacting our team to discuss the options and availability for triple rooms when making your booking.
I'm travelling with a partner, can I make sure we have a double bed?
If you are traveling with a partner, please inform us at the time of booking that you would like to share a room and a bed. While we cannot guarantee a double bed, we will make every effort to accommodate your request. In certain destinations, the available option may be two single beds pushed together to form a "double" bed. Rest assured that we will strive to provide a comfortable arrangement for you and your partner during your stay.
I have special dietary requirements – will they be catered for?
We will make every effort to accommodate all dietary requirements, but please understand that in remote locations, it can be challenging to guarantee specific dietary needs. If there are places on your itinerary where this may be the case, we will inform you in advance. To ensure we can cater to your needs, please inform us of any food requirements or allergies at the time of booking, and we will relay this information to your trip leader. It is also recommended to carry a card with your dietary requirements written in the local language for occasions when you dine independently from the group. This will help communicate your needs effectively.
What will the food be like on my trip?
Food is an exhilarating aspect of travel. While you may come across familiar dishes, often you'll encounter new, intriguing, and occasionally unconventional culinary experiences. We view it as an adventure for all the senses. Moreover, our flexible itineraries provide opportunities to dine with the group or explore individual dining options. This allows you to tailor your meals to accommodate any budget or specific preferences you may have. So, whether you're seeking to indulge in local delicacies or opt for something more familiar, our travel experience caters to your diverse culinary desires.
For our Muslim travelers, we are dedicated to providing Halal meals from local restaurants that we visit during the trip. We also make arrangements for prayer stops, either at a nearby Masjid or designated prayer room in the area. However, we recommend that Muslim female travelers bring their own prayer mat and prayer outfit for the trip. Please note that we may not be able to arrange Halal breakfast at hotels, as many hotels offer international breakfast menus to cater to all guests. However, we will provide a hotel list that mentions Halal hotel options for your convenience.
Flights
The price of the trip does not include flights to the tour destination. However, other modes of transportation during the trip are included in the package.
Airport transfers
In general, airport transfers are not included in the tour price unless you are specifically traveling on a selected tour that explicitly includes this service.
You have the option to add arrival/departure transfers to the majority of our trips when booking by contacting us to update an existing booking.
Please note that the cost of these transfers may be higher compared to a regular taxi service. However, it's important to consider that you are paying for a private service and the assurance of a reliable driver. This level of service provides the security that many travellers seek when arriving in a new country.
Bookings
Once you make a booking for a trip, we are unable to confirm it immediately. We need to check the availability of space with our local operators before confirming your booking. For on-request trips, we require full payment because our local operations team confirms various services such as on-tour transport and accommodation as they proceed. If space is available, your booking will be confirmed, and you'll be all set to go. However, if space is not available, we will provide you with a full refund of your payment.
If you have made a booking for an on-request trip, please expect an email update from us within 2 to 4 business days regarding the status of your booking.
If you have placed a trip on hold, it is important to note that you must make the minimum deposit payment within seven days in order to secure your place. However, if the trip is scheduled to start within the next seven days, you will need to make the full payment within three days to avoid cancellation of your booking. It is crucial to adhere to these payment timelines to ensure the confirmation and continuity of your reservation.
I paid for a trip but haven't received confirmation, is it going ahead?
We understand your excitement to receive the confirmation email for your booking, but we kindly ask for your patience. It may take a couple of days for us to process your booking. Rest assured, we will send you an update within 2 to 4 business days regarding the status of your booking.
In the case of an on-request trip where space is unavailable, we will notify you via email and issue a full refund promptly.
Thank you for your understanding, and we appreciate your anticipation.
When will I know all the details of my trip?
All the necessary trip details will be provided in your confirmation email. This email will contain comprehensive information about your trip, including joining and finishing points, itinerary, and other essential details. In the event of any last-minute changes, such as a change in the joining or finishing point, we will promptly notify you via email before the trip commences.
To ensure a hassle-free experience, we recommend booking pre/post-trip accommodation with us. If there are changes to the joining or finishing point, we will make arrangements to re-book you into a new hotel, saving you the inconvenience of making alternate arrangements on your own.
Is my trip guaranteed to run?
Our trips are guaranteed to depart once we have received at least one fully paid booking. Our intention is to never cancel a trip; however, there are instances where unforeseen circumstances arise that are beyond both your control and ours. We continuously monitor all our destinations, and in the event of a trip being changed or cancelled due to a Force Majeure Event or operational reasons, we will make every effort to notify you at least one month prior to your scheduled departure date. Our priority is to keep you informed and ensure your travel plans are handled with care and transparency.
I can’t travel on the dates I originally booked, can I change the dates?
We understand that plans can change, and we are here to accommodate your needs. You have the flexibility to modify your travel plans up to 30 days before the departure date without incurring any fees. Alternatively, you can choose to keep your deposit as a credit for future travel.*
If you wish to change your trip dates within 30 days of departure, there will be a cancellation fee according to our Booking Conditions. To safeguard against cancellation fees, we highly recommend obtaining cancellation insurance at the time of booking, as it may cover such fees.
*Note: The specific terms and conditions regarding the use of the deposit as a credit for future travel may apply. Please refer to our Booking Conditions for more details.
My travelling companion can no longer go on our trip. Can someone take their place or can I get a refund?
The possibility of amending changes depends on the proximity to the departure date. In certain circumstances, amendments may not be feasible. When you make a deposit payment, we may utilize those funds to secure non-refundable permits or activities specifically for your trip. If you are outside the pay-in-full period but have already made a payment for your trip, a partial refund may be possible, with the deduction of the deposit cost. However, if you are within the pay-in-full period, additional fees may apply according to our Booking Conditions. Please contact us to discuss your specific options and find a suitable solution.
I want to cancel my booking, how can I do this?
To cancel your booking, please reach out to us via email or live chat. We can only process cancellations upon receiving written confirmation from you. Please note that depending on the departure date, a cancellation fee may be applicable.
I requested trip extras but don't need them anymore. What are my options?
If you decide to cancel during your trip, please be aware that trip extras such as airport transfers and additional accommodation are non-refundable. However, if you cancel up to 7 days before the departure date, you can save the amount paid as a credit for future travel with us. To cancel your trip extras, please contact us via email or live chat.
I booked a trip last week and now it's on sale, can I have the difference refunded?
Regrettably, we are unable to refund the price difference for a trip that is now on sale. When you make a booking, you agree to our Booking Conditions, which include the total price of the trip at the time of booking. In order to secure the discounted sale price, you would need to forfeit the non-refundable credit and make a new deposit payment. However, this may or may not be advantageous depending on the specific circumstances. We recommend considering the terms and conditions and assessing whether rebooking at the discounted price is beneficial for you.
I want to cancel my booking, can I get a full refund?
We understand that circumstances may lead to the need for cancellation, but we do not offer full refunds in such cases. However, if you decide to cancel your booking up to 30 days before the departure date, you have the option to transfer your deposit to another trip or keep it as credit for future travel. For most of our trips, the credits do not have an expiry date, allowing you flexibility in planning your future adventures.
Please note that if you wish to make changes to your booking within 30 days of the departure date, a cancellation fee may apply as outlined in our Booking Conditions. We recommend reviewing the specific terms and conditions to understand the applicable policies and fees.
*Note: The cancellation policies and conditions may vary depending on the trip, so please refer to our Booking Conditions or contact us for more details specific to your booking.
How long will it take for my refund to be credited to my credit card?
We try to process refunds as quickly as possible, but it may take 14 to 21 days depending on your bank and external systems that are out of our control. If the funds aren’t back in your account within 21 days, please contact your bank.
Payments
No surcharges apply when paying for your trip with a credit card, but there may be restrictions on which card you can use depending on your location.
The reason we request full payment for some trips is because we need to confirm each part of your adventure with our local operators and suppliers as we go (e.g. on-tour transport, activities and accommodation). If your place on the trip is unavailable, we’ll provide you with a full refund.
Why is the deposit for my trip non-refundable?
The purpose of requiring a deposit is to initiate the booking process with our local suppliers through our operations team. This enables us to secure various services for your trip, such as on-tour activities. It's important to note that many of these services are non-refundable and cannot be transferred or utilised by another traveler. Even in cases where services can be canceled, there may be cancellation or administrative fees associated with them, which are covered by your deposit.
By paying the deposit, you confirm your commitment to the trip and allow us to make the necessary arrangements on your behalf. We strive to provide a smooth and organised travel experience, and the deposit plays a crucial role in securing and managing the services involved.
Don’t worry. If you paid too much by mistake, please contact us via email or live chat to organise a refund.
Full payment is required 30 days before departure to avoid trip cancellation.* We’ll also email you at least a week before the due date to give you a heads-up.
We apologize for any difficulties you may be experiencing while making an online payment for your next adventure. Unsuccessful online payments can occur due to various reasons such as internet connection issues, incorrect payment details, or insufficient funds. We kindly ask you to double-check these factors and ensure all information is accurate and funds are available.
If you have reviewed all the above and are still encountering problems with your payment, we recommend reaching out to us via phone or live chat. Our team will be happy to assist you and find a solution to complete your booking successfully.
Unfortunately this isn’t possible. All invoices must be paid in the same currency in which the trip was originally booked.
COVID-19
For most trips, it is not mandatory for travelers to provide proof of COVID-19 vaccination. However, we highly encourage all travelers and leaders to get vaccinated in order to safeguard their own health as well as the well-being of others.
Please be aware that certain destinations or airlines may still require specific proof of testing or vaccination. We strongly advise that you carefully review the travel and entry requirements of your destination. It is essential to stay informed and comply with any necessary documentation or protocols for a smooth and safe travel experience.
If a traveler tests positive for COVID-19 and decides to proceed with their trip, they will be expected to take additional precautionary measures to prevent the transmission of the virus. This includes wearing a mask when in close proximity to others.
It is important to note that we strictly adhere to local COVID-19 regulations and protocols, especially in cases where they are more stringent than our own guidelines. The safety and well-being of our travelers, as well as the local communities we visit, are our utmost priority. Therefore, we will always prioritize compliance with local regulations to ensure a responsible and safe travel experience for everyone involved.
We strongly advocate for the use of masks as an effective measure to prevent the spread of COVID-19. We diligently adhere to the guidance and requirements of local governments and individual businesses regarding the wearing of masks. By following these guidelines, we prioritize the safety and well-being of our travelers, staff, and the communities we visit. We believe that collective efforts, including mask-wearing, play a vital role in maintaining a healthy travel environment and mitigating the risks associated with COVID-19.
we do not have any specific COVID-19 cancellation conditions. Please refer to our standard Booking Conditions.
Vaccination
Where required, please provide a copy of your vaccination record (either paper or digital) at the group meeting on the first day of your trip.
If you are unable to be vaccinated for medical reasons, you may apply for an exemption. Exemptions will be assessed on a case-by-case basis. To apply, you must provide a medical certificate from a medical professional.
On applicable trips, children between 6 and 17 years of age are exempt from vaccination policies.
In order to join one of these trips, they must provide:
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Proof of vaccination status (for children who are eligible); or
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Proof of a negative COVID-19 test conducted no more than 72 hours before day 1 of your trip; or
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Proof of recovery from COVID-19 (a medical clearance certificate from a medical professional)
Children aged 5 years and under are not required to provide any vaccination or testing documentation to travel.
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