Step-by-step answers for using your account, managing bookings, and getting around Bali.
Don't see your question? Reach our local team on WhatsApp — we usually reply within minutes.
Bookings
Where do I see my bookings?
Bookings made through our partner's widget are confirmed by email from the partner — they do not auto-sync to your profile. Open My Trips and tap Add Booking to track them in one place.
How do I find my booking reference?
Open the confirmation email you received after payment. The reference is usually labelled "Booking number", "Booking reference", or "Order ID". Examples: BR-1234567, 12-DAYTOUR-XYZ.
What information should I save?
Booking reference, tour title, travel date, and the "Manage booking" link from your confirmation email. The Add Booking modal asks for these — paste from the email.
Can I edit a saved booking?
Right now, delete and re-add. Editing in place is on our roadmap. Your booking on the partner site is not affected when you delete the local entry.
Cancellations & refunds
How do I cancel?
Use the Manage booking link from your confirmation email — that opens the partner's self-service page where you can cancel in one click. See Booking & Refunds for the policy.
Where does my refund go?
Refunds return to the original payment method. Card refunds typically take 3–10 business days, digital wallets 1–3 days. The partner sends you a refund confirmation email when it's initiated.
My refund is late
Message us on WhatsApp with your booking reference. We chase the partner on your behalf.
Account
How do I change my currency?
Open the currency selector in the top-right of the navigation. Your choice is saved to your account when signed in.
How do I update my travel preferences?
Travel Profile page — set party size, style tags, region, dietary, mobility. The AI assistant uses this to personalise tour suggestions.
Why am I redirected to login when I tap the heart?
Wishlist syncs across devices, so a sign-in is required. Sign in once, and it remembers.
Dry season Apr–Oct is the safer bet for outdoor tours; wet season Nov–Mar still works for culture, food, and indoor activities. Avoid Nyepi (March, full island shutdown for 24 hours).
Do tours include hotel pickup?
Most tours include pickup in Ubud, Canggu, Seminyak, Kuta, Sanur, Nusa Dua, and Uluwatu zones. Pickup zone and timing are shown clearly on each tour page before you book.
What about weather cancellations?
Operators reschedule or refund weather-affected outdoor tours — never run unsafe activities. See our Trust & Safety page for the full advisory list.
Volcanoes — should I worry?
Mt Agung and Mt Batur are active. We monitor official BNPB and PVMBG status daily. Tours in flagged zones are paused; you're contacted to rebook or refund.
Still stuck?
Our local team responds in minutes — most questions answered same hour.