How support works

If something isn't working, or you have a question about a booking, there are two ways to reach us depending on whether you're signed in.

If you're not signed in, or your question is general

Use the contact form. You don't need an account to reach us this way — it's the right place for general questions, questions before you book, or anything that isn't tied to a specific booking on your account.

If you're signed in

Open a support ticket from your dashboard:

• Travelers: Support
• Guides: Support

A support ticket is the better option when your question relates to a specific booking, payment, or your account, since it keeps the conversation and any details together in one place, and you can check back on its status from the same page later.

What to expect

There's no live chat or phone line — every conversation with our team happens through the contact form or a support ticket, in writing, so there's a clear record you can refer back to.

We read and respond to every message within 1–2 business days. Include as much relevant detail as you can up front — a booking reference, dates, and a clear description of what happened — so we can help you faster on the first reply.

What kind of help we can offer

Our team can help with account access, booking questions, payment and refund reviews, guide application status, and safety concerns. See Report a safety concern if you need to raise an issue about a specific interaction, and Cancel or request a refund if your question is about money already paid.

If your question is really for the guide themselves — like adjusting the plan for the day — message them directly once your booking is confirmed, rather than routing it through support first. See When can I message my guide?

If you're in immediate danger

Contact local emergency services first, before reaching out to us. Our support team can follow up afterward, but we aren't a substitute for emergency services in an urgent, in-person situation.