FAQ

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Travello is a website created by and for people who love to travel. We live & breathe travel and know how important it is for a traveller to get the best adventures for the best prices. Our team of like-minded travellers is the foundation from which everything else stems: great customer service, the best deals on tours and activities and extensive travel knowledge.

Absolutely not! You do not need to be a backpacker or staying at a backpacker hostel to book a deal on our website. We like to help everybody travelling, no matter if you're a regular traveller, flashpacker, tourist, or local! Anybody is welcome.

Of course! Travello is very safe. We work only with 100% secure payment systems. Your credit card number is transmitted by SSL directly to a secure electronic vault. Be assured that we do not save any credit card details on our servers.

Once you book with us online, we will give you the details and contact number of the tour operator, so you are able to reconfirm your tour directly with the tour operator, prior to your tour departure.

Don’t worry! We're growing fast. If you'd like to help us launch Travello in your own country, feel free to contact us.

We strongly advise every customer to take out travel insurance. It is your own responsibility to purchase travel insurance to ensure that you are covered for any liability incurred to us or our suppliers. As well as, possible travel-related accidents you wished to be insured for.

Travello does not provide any advice on required visas. Please contact the relevant embassy to check what visa is required for your nationality.

Once you book with us online, we will give you the details and contact number of the tour operator. Feel free to contact your tour operator for any questions about your tour.

Your feedback helps us ensure that we maintain the high standards adhere to at Travello, so we'd love to hear from you! You are more than welcome to reach out to us at support@travelloapp.com or via the contact page on our website.

We use third party reviews via Reviews.io so all the reviews you read about us are 100% authenticated by real people who have been on a tour or activity.

You can post reviews on below website: Google Facebook

A travel desk is something we are working on at the moment. In the meantime, we’re more than happy to help you out in any way we possibly can.

No. Your voucher will have a stated expiry date. You will be able to use your voucher up to the expiry date. For vouchers that require booking, you can also choose the time and date that suits you through our calendar booking tool.

Some of our bookings require passport details. If we require your passport details we will ask for them in our booking form.

Yes absolutely! We understand you're not always able to plan ahead. When you buy an open dated voucher, it has an expiry date stating when you need to redeem it by. Once the voucher expires you will not be able to redeem or extend the expiry date and no refunds are offered.

When you buy an open dated voucher, it is your responsibility to contact us here at Travello to book a travel date and time. As some tours are popular and are likely to sell out, we recommend booking as soon as possible.

Yes of course! Happiness is the only thing that increases when being shared, so share great experiences with everybody! You can get vouchers for all of your friends. You only have to make sure that they adhere to the individual terms and conditions for the voucher.

Not unless specified in the particular voucher terms and conditions.

No. Unless the specific voucher you bought states that it’s possible. Otherwise you do not receive credit or cash back in case of overvalue.

Once a voucher reaches its expiration date it is, unfortunately, no longer valid. So keep track of your calendar! Of course, you’re always more than welcome to buy a voucher again.

When a tour or activity is booked through Backpacker Deals, Travello or the Travello Cairns website, the customer will be gifted UP TO 10% cashback of the total value of their booking in credits.

This coupon will be emailed to the customer within 24 hours of the initial booking, to be used towards any future tour or experience booked via the Backpacker Deals, Travello or Travello Cairns website - with the credit valid for 2 years.

Some tours are excluded from this cashback, which can be found in the description of the individual tour.

We’re more than happy to help you out with a booking. Please feel free to contact us via online chat or email us at support@travelloapp.com.

We’ll send you a confirmation email as soon as your booking is completed. Please check your Spam box in case the email didn’t arrive in your inbox. Please contact us if there’s no confirmation in both; your inbox or your Spam.

Travello' payment systems are very safe. We work only with 100% secure payment systems. Your credit card number is transmitted by SSL directly to a secure electronic vault.

We are constantly working on ways to make payments as easy as possible. Currently, depending on the currency you are purchasing in, some of the payment options available are: Master Card, Visa, Amex, PayPal, Apple Pay, GooglePay, AfterPay, and LayBuy.

In some countries, you can buy a pre-paid credit card. Please contact your bank or local post office to see if you could apply for a pre-paid credit card.

All bookings must be cancelled via Travello/Backpacker Deals. However, please be sure to check individual cancellation policies for the tour you have booked. Once you've contacted your tour operator, please contact us either via phone or email with your Order ID and the reason for your cancellation. Unfortunately, we cannot offer refunds for any expired or unused vouchers or refunds claimed within 24 hours of the departure time of the subject tour.

If the customer cancels the tour/booking within 72 hours of the departure and greater than 24 hours prior to the departure, Travello will provide Travello credit to the value of the relevant booking purchase to the customer. This Travello credit will be in the form of a unique code and can be used on any tour or activity across all Travello & Backpacker Deals platforms. This unique code has a 6 month expiry from the date of issue.

As soon as we receive your refund request, we will contact the tour operator to confirm your refund amount based on the circumstances and the individual refund policy of the tour operator. Please allow up to 72 hours for us to confirm your refund.

Once we get a confirmation from the tour operator on a refund we process it straight away. Your refund request will also be subject to Travello's own refund policy. Depending on the bank processing times, the refund will show up on your statement in 3 to 4 working days after we have processed it. We will send you a screenshot of the refund with a reference number.

If a refund is granted, the refund amount will depend on when and why the activity or tour got cancelled. Please also refer to your voucher terms and conditions and the tour operator refunds policy for further information.

The easiest way to contact us is by our contact form or send an email to support@travelloapp.com.

For more urgent matters you can call us on our general phone numbers, which are listed on the contact form page.

We are always looking for new partners and suppliers. Please check out our Merchant Portal for more information or contact us to discuss a potential partnership.

If you think your question has not been answered here, please contact us via email support@travelloapp.com and we will endeavour to respond to your query within 12 to 24 hours.