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I am a guest who cancelled my booking more than 24 hours before the beginning of the tour. Where is my refund?

You will be issued a refund minus the transaction fee. Transaction fee rates may vary. Go to Settings -> Account Info for more details. If you are not issued a refund in 48 hours please contact support.

I am a guest who has not put in the confirmation code that the guide sent me within 2 hours from the beginning of the tour. I did not attend the tour. What happens now?

If you had issues verifying the code as a result of the website’s malfunction, please send a detailed message of the issue to support@singlestroll.com. Otherwise, unfortunately the ticket is non-refundable.

I am a guest whose matched pair did not attend. Where is my refund?

You will be issued a full refund including transaction fees. Go to Settings -> Account Info for more details. If you haven’t been issued the refund in 48 hours contact support.

I am a confirmed guest who did not attend the tour. Where is my refund?

If you confirmed your booking of this tour and the tour guide could not confirm your attendance you cannot get a refund. To avoid this issue in the future you must cancel your booking at least 24 hours in advance. If a website technical issue led to your absence, please send a detailed message to support@singlestroll.com.

I am a guide who is having issues starting the tour.

You may only start the tour once you are within 500 meters of the tour’s starting location.

I am a guide who showed up 15 minutes late.

You have arrived at your tour’s starting location at least 15 minutes late and therefore it has been cancelled. In the future we strongly advise you arrive 15 minutes early.

Message to Guest before booking the Guide’s tour: Your payment will only go through once the guide confirms the tour. If the guide does not confirm the tour at least 1 hour before it starts you will be issued a full refund.

Message to Guest if Guide has not sent confirmation code to guests up to 2 hours before the beginning of the tour: The Guide has NOT confirmed the booking of the tour. We strongly suggest that you only go to the tour location once it has been confirmed.

I am a Guest. The Guide has not sent a confirmation code and is 15 minutes late.

We regret to say your tour has been cancelled. You have been issued a full refund including the transaction fees. We are deeply sorry for the inconvenience. Send an email to support@singlestroll.com with ‘Guide did not show up’ as the subject and message. Once we verify the incident we will give you a 20% discount on your next tour. Before you book your next tour, reply “20% Off” in the same message thread.

I am a guest having problems with the confirmation code.

If you are having issues receiving the confirmation code or are having other web- related issues direct your concerns to support@singlestroll.com

I am a host having problems sending the confirmation code.

If you are having issues sending the confirmation code or are having other web- related issues direct your concerns to support@singlestroll.com

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