How can we help?

Your booking is created the moment our payment provider confirms the charge, not when the confirmation screen finishes loading — so if you closed the tab straight after paying, the booking still exists. Open Bookings in your account to check. If it still isn't there half an hour after you paid, email us the address you paid with and we'll trace the payment. Don't pay a second time.

A cart holds your seats for exactly 30 minutes and then puts them back on sale. Nothing is charged when that happens. Pick your date again to start a fresh hold — and if the session sold out in the meantime, email us and we'll ask the operator whether another departure can be opened.

You can choose a date and hold seats without one, but paying needs an account — you create it inside checkout, in the same step. The seats you're already holding move across to the new account, so nothing is lost.

A full name for every seat, whether that person is an adult or a child, and a document type: passport or national ID. The document number itself is optional; if you do enter one, a national ID must be exactly 16 digits and a passport 6 to 9 letters or numbers. Save participants to your account and they'll be ready to reuse on your next booking.

No. We don't collect dates of birth, so the age range on an activity page is information from the operator rather than a rule enforced at checkout — the operator checks it on the day, and can turn someone away. If you aren't sure whether a child qualifies, ask us before you book rather than after.

Open Bookings in your account and select the booking. The voucher page shows your booking code both as text and as a QR code, and it's there as soon as the payment goes through.

No — and there's nothing to print: the voucher is a web page, not a PDF. If you're heading somewhere without mobile signal, screenshot the QR code before you set off. A photo of the screen scans at the meeting point exactly like the live page does.

Your guide scans the QR code from your phone, or types in your booking code, and that marks the seats as used. You show it once for the whole booking, not once per person.

Usually one of three things: the code has already been scanned, the booking is for a different date, or it was cancelled. Every scan attempt is logged with its result, so email us the booking code and roughly what time it was tried and we can tell you exactly what the scanner saw.

Once a booking is marked finished, a review button appears next to it in Bookings — one review per booking, rated one to five. Our team reads reviews before they go public, so expect a day or two before yours appears on the activity page and counts towards its rating.

Open the booking's voucher page and use the Manage panel — cancelling lives there, not in the booking list, which is where most people look first. It's available while the booking is paid and hasn't started. Before you confirm, the page shows exactly how much of what you paid comes back.

Cancel 24 hours or more before the start time and you get 100% back. Cancel inside those last 24 hours and nothing comes back. There's no sliding scale in between, and the rule is the same for every activity on Triploc — a two-hour cooking class and a three-day trek are treated identically.

Not at the moment you cancel. The figure on the cancellation screen is what you're owed; releasing it is a step our team does by hand afterwards, and your bank then takes its usual few working days. If it's been longer than that and you've seen nothing, email us the booking code and we'll chase it.

That's right — anything that isn't a plain cancellation (the operator didn't show up, the activity was cut short, you were turned away) we handle case by case. Email us the booking code and what happened, with photos if you have them, and we'll take it up with the operator on your behalf.

Yes — voucher page, Manage panel, request a new date. Like cancelling, it's on the voucher and not in the booking list, so it's easy to miss. You can move to another session of the same package; you can't switch package or activity, and you can't move to a session without room for your whole group. Our team reviews each request, so it isn't instant.

The operator sets the cut-off per package — 24 hours before the start unless they've chosen otherwise, counted in the activity's own time zone rather than yours. Some packages don't allow date changes at all. The Manage panel tells you which applies; if the button isn't there, one of these is the reason.

No. There's no change fee, and no price difference is charged if the new date happens to be more expensive — just as none is refunded if it's cheaper. You keep what you originally paid.

You get everything back, however close to the start it happens: the 24-hour rule applies to your own cancellation, not theirs. Where the operator can offer another date, we'll email you that option first so you can choose between moving and being refunded.

No. The price is locked at the moment you continue to checkout, and that's what you're charged even if the operator changes their prices while you're still filling in the form.

On the checkout page, in the order summary card beside the total. Enter it there and the discount is applied to the price straight away; remove it and the price goes back. A code that came from an affiliate link attaches by itself and needs none of this.

Codes carry a validity window, a limit on how often one person can use them, and a scope — some work only on a particular operator, package, or destination, so a perfectly valid code can still be wrong for what's in your cart. You also can't use your own affiliate code on your own booking. Codes are checked again at the second you pay, so one that expires in between is refused at that point.

An unfinished payment expires after 30 minutes and the seats go back on sale; we send a reminder ten minutes in if you stopped part way. If your card was genuinely charged and no booking appeared, don't pay again — email us the amount, the date, and the address you used, and we'll match the payment up.

Transaction history in your account lists every payment and every refund on the account, each with a receipt you can open.

The email on an account can't be edited from your profile — we have to change it for you, and it's worth doing quickly, because vouchers and password resets are going to an address that doesn't exist. Write to us from any address you can use, with your name and the booking code, or the amount and date you paid. We'll correct it and resend whatever you missed.

A password reset link lasts one hour and works only once — request a new one if yours expired or you've already opened it. New passwords need at least 8 characters. If you originally signed up with Google, use the Google button instead: that account may never have had a password at all.

No. Booking and paying work whether or not you've verified. It's still worth doing, because verifying is how we confirm the address your voucher goes to. The link lasts 24 hours, and you can send yourself a fresh one once a minute.

Sessions last 24 hours and there's no 'keep me signed in' option yet, so a daily sign-in is expected rather than a fault. If a session runs out mid-page, signing back in returns you to where you were.

There's no delete button in the account pages yet. Email us from the address on the account and we'll do it for you. Records of bookings that have already been paid for are kept for as long as we're legally required to keep them.