I would like to request refund
because the guide did not showed up
If you find yourself in a situation where a tour guide fails to appear at the scheduled time and location, we understand how disappointing and frustrating this can be.
Here is a step-by-step guide on what to do and how we can assist you in resolving the issue:
1. Acknowledge the Situation
Start by recognizing and validating your experience. It's essential to remain calm and collected, as this will help with clear communication and gathering necessary details.
2. Gather Important Details
To facilitate a thorough investigation and resolution, please provide us with the following information:
Exact Location: Share the specific location where you waited for the tour to commence. This helps us verify the correct meeting point and identify any potential discrepancies.
Contact Attempt: Confirm whether you tried reaching out to the local provider using the contact details provided on your booking voucher. Often, providers might have information on unexpected delays or changes.
Time spent at the meeting point: Confirm when did you arrived at the meting point and when did you left from the meeting point.
Local Inquiries: Sometimes, tours might begin from nearby starting points. If possible, ask others in the area whether they observed any tours initiating nearby around the same time.
Step 3: Contact Evendo Customer Support
Once you have the information, please reach out to our customer support team. You can contact us via email at support@evendo.com. Include all the details gathered so our team can assist you effectively.
Step 4: Internal Investigation
Rest assured that once we receive your information, we will initiate an internal investigation to understand the cause of the issue. Investigations may include checking with the provider and other logistical aspects. Your feedback is instrumental in helping us improve your chances of receiving a full refund.
Step 5: Resolution Options
Based on the findings from our investigation, we will offer suitable resolutions. This may include options such as:
Rescheduling: Arranging your tour for another date and time that suits you.
Full Refund: If rescheduling isn't feasible, we will process a full refund for the disrupted experience.
No Refund: the local provider is able to provide information that the tour has been taken by other travellers with no issues.
Contact customer support via email: support@evendo.com or via phone during office hours on +44 203 026 1075.
We aim to respond to all support tickets as quickly as possible, typically within 24 hours. Our team is committed to getting back to you sooner whenever we can. To ensure that we can assist everyone efficiently, we kindly ask you not to send multiple emails or calls about the same issue, as we process tickets in the order they are received. In the meantime, you might find our help articles useful for common questions. Additionally, after booking, feel free to contact local providers directly for specific inquiries. We're here to help and appreciate your patience!