Bookings and cancellations

Where did you buy?

• I pressed “Continue on” and paid on another site↓
• I paid inside Xplore↓
• It was a free plan↓

1. If you paid on the seller's website

When you use a “Continue on” or “Buy on” button, you leave Xplore and the booking is closed with that seller. They confirm the places, charge, issue your ticket and deal with any problem.

What to keep.

The confirmation email, the receipt and the booking reference. You'll need them for anything you do.

How to change or cancel.

From the manage-booking link in the seller's email, or by writing to their customer service. The conditions are those of the fare you bought.

If they don't answer.

Write to us at support@tryxplore.com with the date, the activity and the booking reference. We can't cancel on their behalf, but we can help you find the right channel and follow it up.

2. If you paid inside Xplore

Today no activity is paid for inside Xplore. When one allows it, before confirming you will always see three things: who sells and charges, the final price for your group and that fare's cancellation policy. If all three aren't there, don't go on.

Where your booking will be.

In My trips, with the status of each part and the receipts.

If the payment is left halfway.

If the page closes or the payment stays pending, check the status before paying again, to avoid a double charge.

Refunds.

We coordinate them with the seller under your fare's conditions, and keep you posted on where it stands.

3. Free plans

The listing tells you if a free activity needs booking. When it does, you book on the organiser's website and it's worth checking the confirmation arrives: many have limited places and a waiting list.

On “free with a tip” tours you pay what you think it was worth at the end, directly to the guide. We flag it on the listing so it doesn't take you by surprise.

4. Cancellation and the right of withdrawal

Commercial cancellation depends on the fare you bought: each has its own deadline and conditions, and you see them before booking.

The 14-day right of withdrawal does not automatically apply to leisure services with a specific date or time, under Spanish consumer law. In other words, a ticket for a specific day may not be cancellable this way, though it may be under the seller's commercial conditions.

What doesn't change.

Your rights remain intact if the seller doesn't provide the service, if the organiser cancels the activity or if what you get isn't what was advertised.

Xplore subscriptions.

They're managed from the guide panel. To withdraw, write to us at support@tryxplore.com within the period.

5. If you want to complain

Start by writing to us at support@tryxplore.com: in most cases we solve it there or point you to the right channel.

If you're not satisfied, you can use the official complaint form and the procedure of the Catalan Consumer Agency.

In summary