Help Center

Booking an experience is simple: 1. Search for experiences in your desired destination 2. Select an experience that interests you 3. Choose your preferred date and number of guests 4. Review the details and click "Book Now" 5. Complete the booking form with your information 6. Make payment to confirm your booking 7. Receive confirmation via email You'll receive all necessary details including meeting points, what to bring, and contact information for your experience provider.

Booking modifications depend on the specific experience and supplier policies: - **Date Changes:** Often possible with advance notice (usually 24-48 hours) - **Guest Count:** May be possible if availability allows - **Time Changes:** Subject to supplier availability - **Experience Changes:** Generally require cancellation and new booking To request modifications, contact our customer service team or reach out to the supplier directly using the contact information in your booking confirmation. Modification fees may apply.

Weather policies vary by experience type: **Outdoor Activities:** - Most suppliers have flexible weather policies - Activities may be rescheduled or cancelled for safety - Full refunds or rescheduling typically offered - Indoor alternatives may be provided **Indoor Activities:** - Generally unaffected by weather - Proceed as scheduled Check your specific booking's weather policy in the confirmation email. If you're concerned about weather conditions, contact the supplier 24 hours before your experience.

Checkout is completed on Stripe's secure hosted payment page. The exact payment methods available for your device, country, and currency are shown there before you pay. Excursions Online does not collect or store your full card number. If a payment method is not shown on the Stripe page, it is not available for that booking.

The secure payment page shows the exact amount before you authorize payment. A booking is created only after payment is confirmed and the reserved availability is committed. Do not submit payment again if the confirmation screen is delayed. Check My Bookings or contact support with the payment reference.

Cancellation policies vary by supplier and experience: The policy shown on the experience page and during checkout is the policy that applies to that booking. Do not rely on a general deadline or refund percentage. **How to Cancel:** 1. Log into your account 2. Go to "My Bookings" 3. Select the booking to cancel 4. Follow the cancellation process 5. Review the cancellation and refund status in My Bookings Any eligible refund is returned through the original payment provider. Bank processing time can vary.

You can cancel your booking through several methods: **Online (Recommended):** 1. Log into your account at excursionsonline.com 2. Navigate to "My Bookings" 3. Find your booking and click "Cancel" 4. Follow the prompts and confirm cancellation 5. Receive email confirmation **Need help:** - Use the Contact page - Email support@excursions.online with your booking reference **Important Notes:** - Check cancellation deadlines for your specific booking - Refund amount depends on timing and supplier policy - Group bookings may have different cancellation terms - Travel insurance may cover some cancellation costs Always cancel as early as possible to maximize your refund eligibility.

Creating an account is quick and free: **Sign Up Process:** 1. Click "Sign Up" in the top right corner 2. Enter your email and create a password 3. Provide basic information (name, phone) 4. Verify your email address 5. Complete your profile (optional but recommended) **Benefits of Having an Account:** - Faster booking process - Order history and tracking - Exclusive offers and discounts - Wishlist and saved experiences - Review and rating capabilities - Better customer support Your account is secured with industry-standard encryption and privacy protection.

Resetting your password is simple: **Password Reset Steps:** 1. Go to the login page 2. Click "Forgot Password?" 3. Enter your email address 4. Check your email for reset instructions 5. Click the reset link (valid for 24 hours) 6. Create a new strong password 7. Log in with your new credentials **If You Don't Receive the Email:** - Check your spam/junk folder - Ensure you're using the correct email - Wait a few minutes and try again - Contact customer support if issues persist **Password Security Tips:** - Use at least 8 characters - Include uppercase, lowercase, numbers, and symbols - Don't reuse passwords from other sites - Consider using a password manager

Safety is our top priority. We implement multiple safety measures: **Before booking:** - Read the experience's age, mobility, weather, and suitability information - Review what is included and what you must bring - Ask support if an important safety detail is not stated **During the experience:** - Follow the provider's safety briefing and local instructions - Use required safety equipment - Contact local emergency services first in an emergency Verified guest reviews and incident reports help us monitor listings, but customers should also use their own judgment and arrange suitable travel insurance.

In case of emergency during your experience: **Immediate Actions:** 1. Follow your guide's emergency procedures 2. Call local emergency services if needed 3. Contact your experience provider immediately 4. Ensure your safety and that of others first **Get help:** - Contact local emergency services first when anyone is at immediate risk - Use the provider contact information in your booking confirmation - Contact Excursions Online through the Contact page or support@excursions.online with your booking reference **After the Emergency:** - Seek appropriate medical attention if needed - Document the incident if safe to do so - Contact your travel insurance provider - Reach out to our customer service for support - Provide feedback to help improve safety **Emergency Preparation:** - Share your itinerary with someone at home - Carry emergency contact information - Have travel insurance - Know local emergency numbers - Follow all safety guidelines provided

If you're experiencing technical issues: **First Steps:** - Refresh the page (Ctrl+F5 or Cmd+Shift+R) - Clear your browser cache and cookies - Try a different browser or device - Check your internet connection - Disable browser extensions temporarily **Mobile App Issues:** - Force close and restart the app - Check for app updates in your app store - Restart your device - Ensure you have adequate storage space **If Problems Persist:** - Contact us through the Contact page - Include details about: - What you were trying to do - Error messages received - Browser/device information - Screenshots if helpful We appreciate your patience and feedback to improve our platform.

Yes! Our platform is fully optimized for mobile use: **Mobile Website:** - Responsive design works on all devices - Full functionality available - Fast loading and easy navigation - Secure mobile payments - Touch-friendly interface **Features Available on Mobile:** - Browse and search experiences - Make and manage bookings - Access booking confirmations - Contact customer support - Read and write reviews - Manage your account The Android and iOS apps are being prepared for their store releases. Until an official store listing is available, use the responsive website or an app build supplied through an approved Excursions Online channel.