How can we help?
Quick answers about bookings, payments, cancellations and your account.
Bookings
How do I know my booking is confirmed?+
Your booking is confirmed only when its status says “Confirmed”. You can see it on the voucher and in My Trips. If it says “Payment pending”, we are holding it until payment is complete.
Where is my voucher?+
In My Trips, open the booking. You can print it or save it as PDF with the “Print voucher” button.
Can I book for someone else?+
Yes. Enter the lead guest’s name and email when confirming. The lead guest receives the booking communications.
Do I need an account to book?+
Yes, so you can see and manage your bookings at any time. Creating an account takes less than a minute.
Payments
When am I charged?+
It depends on the rate: some are paid at the property or destination, others require advance payment or a deposit. You always see this in the summary before confirming.
Which payment methods do you accept?+
Prepaid rates are paid by card on a secure Stripe page. We never store your card details.
Why does my booking say “Payment pending”?+
The rate requires advance payment. We hold the space until the time shown; if payment does not arrive in time, the hold expires and the booking is released.
Which currency are prices in?+
Each property or tour shows its currency (for example, USD). The total includes taxes; the summary shows the breakdown.
Cancellations and refunds
How do I cancel a booking?+
In My Trips, open the booking and use “Cancel booking”. Before confirming you will see any fee and how much is refunded.
How much is refunded if I cancel?+
It depends on the rate policy. Within the free cancellation period you get back everything you paid; after that a penalty may apply. We never refund more than was paid.
How long does a refund take?+
We send it to the original payment method. Depending on your bank it can take 5 to 10 business days to appear.
What if the operator cancels a tour?+
If we cancel a departure, your booking is cancelled automatically with a full refund and we let you know.
Account and security
I forgot my password+
On “Sign in”, use “Forgot your password?” and follow the link we email you.
What is two-step verification?+
An extra layer of security: besides your password, you enter a 6-digit code from an authenticator app. It is required for team accounts and optional for customers.
How do I change the language?+
Use the ES / EN button at the top. Your bookings and emails are shown in the language you choose.
Partners
How do I list my hotel or tour?+
Use “List your property or tour” in the footer to apply. Once approved you can create your listings, rates and departures.
When do I get paid?+
We charge the customer and pay you your share after the service date, minus the agreed commission. You can see the details under Earnings.
Why is my listing not showing?+
Every listing is reviewed before it goes live. While it is “In review” only you can see it in the partner portal.
Still need help?
Have your booking code (TND-…) handy. In My Trips you can see the status and voucher of every booking.