Frequently Asked Questions
How booking works
How does the booking process work?
1. Choose your preferred date, time, and number of guests, then send an availability request. 2. The experience provider checks the request and confirms availability, normally within 48 hours and usually much sooner. If the selected option is unavailable, the provider may suggest an alternative date or time. 3. Once availability is confirmed, you secure the booking — depending on the experience this is either a card guarantee or an online payment. The checkout always shows which applies. 4. As soon as the booking is secured, it is confirmed. From that moment, the cancellation terms shown for the experience apply. Some experiences offer scheduled time slots that can be booked instantly, without an availability request — you will see this directly on the experience page.
Is my booking confirmed as soon as I send the request?
No. The first step is only an availability request. Your booking becomes confirmed after the provider confirms availability and you then secure it with a card guarantee or payment.
How long does it take to receive an answer?
Providers respond within 48 hours, and usually much sooner. Your requested date remains subject to availability until the provider confirms it.
What happens if the provider cannot confirm my request?
No booking is created and nothing is charged. The provider may suggest an alternative date or time, which you are free to accept or decline.
Payment & card guarantee
When do I enter my card details?
You enter your card details after the provider has confirmed availability, not when you first send the request. Securing the booking with your card is the final step.
Will my card be charged when I confirm the booking?
For experiences with a card guarantee, no — the card only secures the reservation, and you pay the experience provider directly, normally on site. The guaranteed card may only be charged in accordance with the cancellation or no-show terms attached to the booking. For experiences paid online, the checkout shows the exact amount before you confirm.
How do I pay for the experience?
It depends on the experience. Many experiences use a card guarantee: you pay the provider directly, normally on site or at the end of the experience. Others are paid online when you secure the booking. The experience page and checkout always show exactly how payment works.
Cancellation
When do the cancellation terms start to apply?
The cancellation terms start only after availability has been confirmed and you have secured the booking. Sending an availability request alone does not activate the cancellation policy.
What is the cancellation policy?
The free-cancellation window is shown on each experience — for example up to 24 hours or up to 7 days before the activity. If you cancel after the applicable deadline or do not attend, your guaranteed card may be charged according to the booking terms.
What happens if the provider cancels because of weather or an emergency?
You will not be charged. Depending on availability and your preference, the provider may offer a new date or time.
After your booking is confirmed
What happens after my booking is confirmed?
Once your booking is confirmed, the experience provider receives the contact details you supplied during the booking process. The provider may then contact you directly to arrange the experience in the best possible way — for example, to confirm the meeting point, discuss dietary requirements, organise a pick-up, check equipment sizes, or share practical instructions.
Who will contact me?
The local experience provider responsible for delivering the activity may contact you after confirmation. Veyond remains available to support the booking journey, while the provider manages the practical organisation of the experience.
What information should I share before the experience?
Please communicate anything that may affect the organisation of the activity, including children's ages, allergies or dietary requirements, accessibility needs, equipment sizes, swimming ability, relevant health or mobility considerations, and pick-up requirements. The information needed depends on the experience.
Can I change the number of guests after confirmation?
Contact the provider or Veyond as soon as possible. Changes depend on availability, capacity, pricing, and the provider’s approval, and are not effective until confirmed.
About Veyond
Who is Veyond?
Veyond is the platform for authentic local experiences — carefully curated, and bookable directly or through the hotel that hosts you. We help you find and book the right experience and provide support whenever you need it.
What if I need support?
Write to us at info@traverum.com — we are happy to help at any stage of the booking.