Service Delivery Policy

• A booking acknowledgement by email as soon as you submit a booking request.
• A booking confirmation and, where applicable, vouchers or e-tickets for hotels, activities and transfers by email, usually within 24–48 hours of supplier confirmation (some services confirm instantly; others may take longer).
• Pickup details, meeting points and contact numbers before your travel date; transfer details may be sent closer to the date once pickup information is final.

All documents are delivered electronically to the email address you give at checkout and are available from your account. Please check your spam folder and tell us promptly if a document has not arrived 72 hours before travel.

Services are delivered on the dates and times shown on your confirmation (check-in, activity start, transfer pickup). Please carry your voucher and a government photo ID.

If a service is not delivered as confirmed, contact us immediately using the number on your voucher so we can fix it. See the Cancellation & Refund Policy for refunds.