HELP CENTER
Frequently asked questions
Find practical information about booking, payment, cancellations, meeting points, accessibility, and vouchers.
How will I know my booking is confirmed?
Card bookings are confirmed after payment succeeds. Reserve-and-pay-later requests remain pending until Maxel Tour confirms the arrangements. In both cases, you receive a booking reference and can check the current status online.
How can I find my booking later?
Open the Find booking page and enter the booking reference together with the email address used at checkout. You can then review the status, booking details, and any available vouchers.
When is payment taken?
If online card payment is available and selected, payment is processed securely during checkout. If you choose reserve and pay later, the request is created without an online card charge and Maxel Tour will confirm the payment arrangements.
Can I change or cancel a booking?
Change and cancellation rules depend on the experience and are shown on its page before checkout. Contact Maxel Tour as soon as possible with your booking reference. Any refund is assessed under the policy attached to the booked experience.
Where do I find the meeting point?
The experience page shows the available meeting information before booking. Your confirmation or voucher contains the final instructions. Check those details before travel and allow enough time to arrive before the scheduled start.
Are children and infants allowed?
Age rules and available child or infant prices vary by experience. Select the correct guest types during booking and review the important information on the experience page. Contact support before booking if an age requirement is unclear.
How do I request accessibility or language support?
Add relevant requirements in the booking notes or contact Maxel Tour before booking. Availability depends on the experience, venue, guide, and selected departure, so requests are confirmed individually.
When will my voucher be available?
Some experiences use the booking confirmation itself, while others issue a separate voucher. When a voucher is required, it appears in your booking details as soon as it is ready.
What if my preferred date has no availability?
Try another date or departure time on the experience page. You can also contact Maxel Tour for help finding a suitable alternative.
Who operates the experience?
Experiences may be operated directly by Maxel Tour or by a verified independent provider. The relevant operator and practical instructions are included in the booking information where applicable.