FAQ
How do I book a tour?
Open a tour, choose a date and the number of travellers to see live availability and prices, then book now or add it to your cart. Your booking is confirmed with the tour operator right after payment.
When is my card charged?
Your card is authorised when you pay and charged only after the tour operator confirms your booking. If the operator cannot confirm it, the authorisation is released and you are not charged.
Which payment methods can I use?
Payments are processed securely by Stripe. The available methods (such as major cards and wallets) are shown in the payment form. Your statement shows PRIVATETOUR.
Where is my voucher?
After booking you receive a confirmation email with a link to your voucher. You can also find it under Manage my booking or in your account.
Manage my booking →Can I cancel my booking?
Each tour follows its operator's own cancellation policy, shown on the tour page, at checkout and on your voucher. If the policy allows it and the deadline has not passed, you can cancel online and receive a refund to your original payment method.
Cancel or manage a booking →How long does a refund take?
Refunds are issued immediately to your original payment method. Depending on your bank, they usually appear within 5–10 business days.
Can I change the date, time or number of travellers?
Send a change request from Manage my booking. It goes directly to the tour operator, and we confirm the outcome by email because changes depend on their availability.
Do I need an account to book?
No. You can book as a guest and manage the booking with your reference and email. With a free account, all your bookings, vouchers and receipts are in one place.
Create an account →Can I get a receipt?
Yes. Open your booking and choose Payment receipt to view, print or save it.
I run tours or a travel agency. Can I work with you?
Yes. Tour operators can list their tours and travel agencies can join as affiliate partners. Every partner account is reviewed by our team.
Partner with PrivateTour →Are my credit card details kept by privatetour.com?
We do NOT retain or hold any customer credit card details.
Can I use multipal credit cards to book my tour?
No our system only allows the use of one credit card per activity.
The date I want to book the tour for is not yet showing on the calendar what can I do?
Send your requirements in a support ticket and customer care will be happy to help you.
I want to buy a tour as a gift is that possible?
Yes, you just amend the details to includes the person's information on the tour.
Is my email address given to local tour operators?
Your email address is NOT given to the tour operator.
I only want a single ticket for a tour that has a requirement of a minimum of 2 people what can I do?
Unfortunately, if the minimum requirement is 2 there can be no change.
I want a refund what is the procedure?
Refunds are automatically issued depending on the terms of the specific cancellation policy of the tour operator.
What is the minimum / maximum age on tours?
Age restrictions will be shown clearly on the tour if you have any queries you can send a support ticket to our customer care department.
Do I need to bring ID/identification with me and if so what is the best form of ID?
Photo identification is required either a passport, drivers licence or country ID card.
How do I know if a tour is available on the date I want to book it?
When you log into the tour in question there is an option to see the availability times of the tour.
Do I have to provide personal details for a tour like my age or weight?
In some cases and depending on the tour these details may be required by the tour operator and you will be notified of same when you are booking a specific tour.
I want to apply a promotion code to my booking but it is not working?
Please notify us through a support ticket or send us an email.
What must I do to get promotional discount codes?
You will receive e-mails with any promotions and codes automatically.
I purchased a tour and then got a discount voucher can I use this on my existing tour?
No it can be used for any future bookings.
My review was not published why?
The privatetour.com team will notify you of any issues as to why your review is not published.
I don's want to receive any e-mails from privatetour.com how do I unsubscribe?
There is an option to unsubscribe on all our promotional e-mails.
I want to change my password tell me how?
Log into your dashboard/account and click account settings and choose the change password option.
I want to edit my details what do I do?
You can make adjustments and edits in your account dashboard.
My voucher is not showing on my Dashboard why?
Should this occur please clickhere to submit a support ticket.
I want to write a review how can I do that?
You will be notified to write a review, you can follow the link on your dashboard to upload your tour details, review and pictures (lots of pictures).
Can I show a mobile voucher or do I need a printed copy?
You can show both or use any one of them.
How do I get my voucher?
You can print your detailed voucher directly from your dashboard through the "my bookings section" or alternatively you can request a send my voucher SMS and your reference code will be sent to you.
Will my tickets be sent in the mail/post to me?
In some cases, you will receive your tickets in the mail/post or can be collected in person.
How do I get my voucher to save on my phone?
You can request to receive an SMS at the time of booking which will be saved on your phone and accepted by the tour operator.
I want to cancel my booking what do I do?
Log onto your dashboard and cancel your tour through my bookings section, please check the cancellation policies prior to cancelling any booking.
I want to keep the details of a tour for a future booking how do I do that?
You can add the tour in question to your wishlist.
Is there a difference between standard tours, small group tours and private tours?
Yes standard tours provide for 16 or more guests, small group tours cater for 8 - 16 people and private tours includes a chauffeur and private tour guide for your group.
I'm pregnant can I take a tour?
There are many factors to take into account here, how many months pregnant the traveller is, they type of tour, the T&C of the tour operator, the discretion of the traveller.
Do I need a Visa on any of the tours?
There are many factors but the tour operators will have any visa requirements and information on their tour page. Also the nationality of the traveller will be a factor.
What do I do if I want a child booster or baby seat?
Booster and baby seats are available on request from your tour operator, please indicate the age of the child and note same on your reservation.
Is travel Insurance a requirement?
While we recommend that you purchase travel insurance it is not necessary or essential.
What happens if my tour is cancelled?
You will be notified in advance by the tour operator and adjustments, alternatives or a refund will be issued.
What if my tour operator is not at the designated meeting point?
On your voucher, there are contact details for your tour operator in order for you to contact them directly.
If the weather is bad for the tour what happens?
Some tour operators will proceed with the tour, however, should this not be possible a full refund will be issued or an adjustment will be made on the tour and you will be notified of same.
The itinerary has changed since I booked my tour, is my booking still OK?
You will be sent notifications of any changes to your booking and unless the tour is cancelled your bookings are secure.
If my flight is late whats happens with my transfer?
The operator monitors the incoming flights and they will wait for your arrival.
I got an email that my tour is no available and I do not want to take the alternative tour given so when will I get a refund?
Once you notify the tour operator of your decision it will take approximately 2 - 3 weeks to issue the refund to your account depending on your country of origin and bank regulations.
I need to change my some of my contact details on my booking what do I do?
You will need to contact the Tour Operator (Their contact details are on your voucher) as soon as possible to inform them of the changes
If my ship does not dock or arrives late what do I do about my tour?
Contact your tour operator to see if it is possible to make the tour in time and note most tour operators have a "Ship to shore Stress-free tour guarantee" where you will get a full refund for non-docking ships or late port arrivals.
lI noticed that the price of my tour is now less than when I booked it can I get the discounted rate?
As per our Terms and Conditions with the supplier, once you book the tour the price is set so increases or decreases in the tour price will not affect you.
Why can't I make changes on my database to my booking?
While your tour is booked the tour operator may not have confirmed it yet and you will receive notification of same or check your voucher for any non-refundable details.
I have no confirmation of my booking????? Why?
You will receive final notification 48hrs prior to the tour commencement, however, in some circumstances cancellations may be issued (which are beyond our control) - notification will be sent to you with a full refund.
I got an email about a pending reservation what should I do?
You will be contacted by the tour operators when your booking is confirmed, certain tours need a period of time before they can be confirmed.
Will I ever need to re-confirm my tour with the tour operator?
Unless stated otherwise on the tour voucher there is normally no need to re-confirm your booking.
If I have no mobile coverage how do I re-confirm my booking?
Unless stated on the tour there is normally no need to re-confirm however, should you need to you can re-confirm your booking via e-mail alternatively you can phone the tour operator (the number is provided on your voucher).
Are animals allowed to come on my tour with me?
In many circumstances only service / guide animals are allowed to travel with their companions, however, contact the operator with any special details regarding animals / pets and they will verify same directly with you.
If I have special request for a tour who do I get in touch with?
At the booking the stage, you can enter any special requests you may have. If you have a special request after booking, you can contact the Tour Operator directly as their contact number will be on the voucher.
Once I pay how long before I get my voucher?
You receive your voucher immediately via email unless there are specific details from the Tour Operator in which case you will receive the voucher within 48 hours of booking.
How does the booking schedule work?
-
Sign into your account on our website www.privatetour.com.
-
Select a destination and check the activities.
-
Choose the date and number of people to go on the activity.
-
Enter your personal information and contact details.
-
Follow the payment instructions.
-
Once your transaction is completed you will receive your voucher and receipt via email or through your privatetour.com account.
How do I get the discount?
If you make multiple purchases through our loyalty programme you will receive a discount and there is also a discount code when you sign up to our company newsletter.
Can I book a tour in a different currency?
You can book your tours with privatetour.com in US$ or Euro.
Who will contact me if a tour is cancelled?
It is the responsibility of the Tour operators to email or call you with as much notice as possible prior to any cancellations.
What do I do to confirm my pick up?
Please email or call the operator directly at lease 24 hrs prior to your tour excursion.
What are the cancellation policies?
Please view our cancellation policies under 'Terms" Section
Can I fix any errors on my booking?
Your booking can be edited up to a specific point prior to the tour please see the T&C of the operator for same.
What is the best way to find tours and activities on the website?
We are sure we have an activity to suit everyone's needs which you can search through our destination page or even under the name of the attraction.
What is the cost for joining privatetour.com?
Joining privatetour.com is free of charge and we have no ongoing membership fees.
I have tried to make a payment but it hasn't gone through the system?
Please refresh your browser and re-enter your information, should you have any further issues please click here to email our Technical Department and they will assist you to finalise your payment.
What are the payment options?
You can pay via Visa Card, Master Card, American Express.
What is on my account?
Information on your current bookings, saved tour or activity information and any items in your wish basket.
Do I get a receipt for my booking automatically?
Your Tour Voucher is your receipt
Can I leave a review of my experience?
Yes, you can. You will automatically get an email with a link to leave a comment or review on your experience alone. Please note: you can also include pictures be it a positive or negative review. Privatetour.com reserves the right to remove or unauthorised any reviews prior to launching them on our website should they contain any advertising, links, racism, profanity or discrimination of any kind.
Can I make changes to my booking?
You just go to the 'My Booking' section and select the criteria from the drop-down menu.
What do I need to bring with me when I am going on the tour?
● A hard or digital copy of your ticket or voucher.
● Photo Identification.
● Some tours will identify if you need specific clothing etc
Is my payment secure?
Yes all payment information is encrypted to protect against unauthorised transactions and fraud.