Terms & conditions

The personal and traveller details you provide at checkout must be correct and complete. Incorrect or incomplete information may lead to your order being cancelled or invalidated. Even if a booking appears successful, you may be unable to take part in the experience. In those cases, refunds are usually not available where the problem arises from information you supplied.

If you do not receive a booking confirmation email after payment, contact us as soon as possible so we can check the status of your order.

We cannot know whether an email reached your inbox. If you do not contact us within a reasonable time, we will assume you received your confirmation and that the booking details match what you intended. Delays, failed changes to confirmed orders, missed departures, or similar issues caused by not contacting us in time are generally not refundable.

Arrive at the meeting point shown in your confirmation before the stated departure or start time. If you are late or do not wait at the booked location at the booked time, the operator may treat this as a no-show. No-shows are normally non-refundable.

We recommend reconfirming the final time, meeting point, and inclusions with the operator at least one business day before your experience. On the day, allow extra travel time for traffic or last-minute changes—many operators suggest arriving well ahead of the scheduled start.

When your booked tour or activity has been delivered, payment for that booking may be released to the operator (supplier) through Bookkoo.

If you have any reason to request a full or partial refund — including service quality, operator conduct, or a material difference from what was described — you must submit a complaint within 7 days of your departure date. After this window, funds are typically released to the supplier and we are generally unable to recover them on your behalf. Complaints submitted after the 7-day period will not normally be eligible for a refund, regardless of the reason.

To raise a complaint or refund request, log in to your account, open the relevant order, and click the Complaint button. This is the recommended way to submit any dispute, as it links your submission directly to your order and registers it within the 7-day window. You can also contact us through the Contact page or by email; please include your order reference and a clear description of the issue.

We will review your complaint with the operator and respond according to our policies and the cancellation and refund rules that applied to your booking.

Each product has its own cancellation and change policy, shown before you pay. After a booking is confirmed, any change or cancellation must follow that policy and our standard procedures.

To request a change, cancellation, or refund, use your account (Cancel booking or related options on the order where available), submit a request through Contact us, or email us with your order reference. We will process eligible requests in line with the product policy.

If the operator cancels the experience or cannot run it as scheduled, you are normally entitled to a full refund or alternative arrangement as described in your confirmation or communicated by us.

When a refund is processed to a card payment, a credit card processing surcharge (currently 3%) is deducted from the refunded amount and is not returned. This covers payment processing costs; the remainder is refunded to your original payment method where possible.

We recommend that travellers hold appropriate travel insurance. Bookkoo is a booking platform; the operator is responsible for delivering the experience on the day.

Situations caused by your own actions, severe weather, natural events, or other circumstances outside Bookkoo's or the operator's reasonable control may not qualify for cancellation, refund, or compensation beyond what the product policy states. Bookkoo is not liable for the operator's performance or for losses that insurance would normally cover.

Operators may ask guests who behave in a way that is unsafe, disruptive, or harmful to others to leave the activity. In those cases the operator is not obliged to provide a refund.

You and anyone travelling with you are responsible for damage or loss you cause to property, equipment, or other people.

Where a product includes road transfers, stated durations are estimates under normal driving conditions. Actual travel time can vary because of traffic, road works, or other factors. Operators are not responsible for missed flights, trains, or other connections caused by delays beyond the transfer segment itself.

Times shown for reaching meeting points or sights are approximate; plan your own schedule with a safety margin.

Unless clearly included in the listing, guide tips and similar gratuities are not part of the price you pay through Bookkoo. If tips are customary for an experience, you pay them directly to the guide or operator as suggested locally.

Some venues may charge extras on site (for example optional meals or equipment hire). Only what is described in the product listing at checkout is included in your Bookkoo payment unless we state otherwise.

Product titles, descriptions, and related text on Bookkoo may be translated using automated (AI) tools so we can offer multiple languages.

We aim for accuracy, but automated translation can sometimes be unclear or slightly incorrect. By browsing and booking on Bookkoo, you understand this risk and accept that minor wording issues alone do not entitle you to a refund unless they materially change what was actually provided.