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Contact

Payment & Refund

Payment Issues

Please double check that you’ve entered your details correctly.

If the issue persists, first close the browser and start the process again. If you still can’t complete your purchase, please contact your bank or credit card provider.

Feel free to email our customer service team if you have any questions about making a payment. Our email link is at the top left of the page.

Payment on Arrival

It is not possible to pay on arrival as we are an online booking platform. The booking and payment process has to be completed on our website.

Refunds

Refunds can take 3-4 business days to appear in your account. However, some credit card companies have different processing times.

Please contact us via the form if you have any questions regarding refunds.

Also see our refund policy.

Gift Certificates & Coupons

After selecting ‘Add to Cart,’ you’ll start the checkout process. During the checkout process there will be an option to insert a coupon code. Please enter your code there.

Meeting Points

Schedule a Meeting

The fastest way to schedule a pickup is to contact your host directly. You can find their contact details in your booking email. You can also ask us to contact your host for you, but this can take longer.

Meeting Point Information

The location of your meeting point is detailed in your confirmation email.

If it is not clear in the email, contacting your host is the fastest way to get answers. You can find their contact details in the email.

We are happy to contact the tour operator on your behalf, but this can take longer.

Cancellations

Host Cancelled

If your host cancels your booking, please contact us to receive a full refund.

Cancellation Confirmation

We’ll confirm your canceled booking via email. Please check your spam folder and booking status if you don’t receive instant confirmation.

Cancellation Deadline

You’ll find information regarding your booking’s cancellation policy in the activity’s description.

Your booking will either be fully refundable, partially refundable or non-refundable depending on your host’s policy.

Booking Changes

Swapping your Booking

Swapping bookings or changing options is only possible by canceling and rebooking.

Before starting this process, please check that your current booking can be cancelled. You’ll find this information in your booking confirmation, or see your account dashboard for details.

Updating Participants

Please contact your host directly if you need to update participant information. You’ll find their contact details in your email or in your dashboard, or you can contact them via their main shop page.

Why do I have to provide extra information?

Certain bookings require you to provide your host with information before you arrive. This can include dietary needs, age, or a hotel address.

Lost Booking Confirmation

Lost Booking Confirmation Email

Spam folder

Booking confirmation emails can sometimes end up in your spam folder.

Booking summary

Log in to your account on our website to view your booking summary, which will include your booking confirmation.

48 hour confirmation

Most bookings have instant confirmation. However, for some bookings, your host will send a final confirmation within 48 hours of purchase.

Booking in advance

Please bear in mind if you’re booking several months in advance that some experiences only confirm bookings closer to the date.

Need More Help?

You can raise a support ticket from ‘My Account – Dashboard’, or contact us via email admin@freespirit.travel.