FAQ

If you didn't find the answer to your question, please feel free to contact us:

hi@alle.travel

+37255617605

• Question: Why haven't I received my tickets?
• Answer: Please check your spam folder in your email inbox. If the tickets are not there, contact our support team, and we will resend them to you.
• Question: How can I cancel my order?
• Answer: To cancel an order, please contact our support team via chat or email. Provide your order number for quick resolution.
• Question: Can I pay after receiving the tickets?
• Answer: Unfortunately, post-payment is not available. All tickets must be paid for at the time of ordering.
• Question: Why is my payment not going through?
• Answer: Possible reasons include insufficient funds on the card, technical issues with the bank, or incorrectly entered details. Please try using another card or payment method. If the problem persists, contact our support team.
• Question: How can I reschedule the ticket date?
• Answer: To reschedule the ticket date, please contact our support team. Provide your order number and the desired new date.
• Question: Can I arrange a group order?
• Answer: Yes, we can arrange a group order. Please contact our support team and specify the number of people and desired dates.
• Question: How can I process a return for my order?
• Answer: To process a return, please contact our support team. Provide your order number and reason for the return. We will process your request as soon as possible.
• Question: Why hasn't my refund been processed?
• Answer: Refunds can take up to 5-7 business days depending on the bank. If it has been longer, please contact our support team to check the status of the refund.
• Question: Where is my e-ticket? How do I find my tickets?
• Answer: Your e-ticket or booking confirmation will be sent to you after the organizer confirms the tour. 
  If it does not happen instantly, please expect your voucher within a few hours. Be sure to check your Spam/Promotions folders as vouchers may accidentally end up there. If your tour time is approaching and you still have not received your voucher, please reach out to our support team via chat on the website or by emailing hi@alle.travel.
• Question: Is my order confirmed?
• Answer: You'll receive an e-ticket via email once your booking is confirmed. You can also check the status of your order in the "My Orders" section of your account on our website. If your order is confirmed but you have not received the ticket via email, please contact our support team via chat on the website or by emailing hi@alle.travel.
• Question: How can I cancel an order?
• Answer: To cancel your booking:
  1. In your account on the website through the "My Orders" section;
  2. Find the confirmation email in your inbox and cancel the tour by clicking on the corresponding link in the email;
  3. Send us an email at hi@alle.travel or a message in the support chat on the website. Don't forget to mention your order number.
  4. After canceling the order, you will receive a notification via email.
• Question: How can I get a refund?
• Answer: If you cancel your order more than 24 hours before the event starts, we will process a refund for you. Cancel the booking in your account on our website or request the cancellation by contacting our support team, and we will refund your money. Please note that some tickets are non-refundable. This information is provided on the tour page.
• Question: When will I receive a refund?
• Answer: We will refund the money within 14 days of the cancellation. If you haven't received the refund within 14 days, please contact our support team, and we will check the status of the refund.
• Question: How can I reschedule the tour date?
• Answer: To reschedule your booking for another date, contact our support team. Provide your order number and the desired date and time.
• Question: How to place an order?
• Answer: To place an order, select the date of the tour from the calendar below its description. Then, specify the time and number of people, and click on the "Start Booking" button. Proceed to make a payment and follow the instructions on the screen.
• Question: Where can I find the meeting point for my event?
• Answer: You can find the meeting point information on the activity page under the "Meeting Point" section. 
  If you have already created an order, you can also find this information on your ticket in the "Meeting Point" section.
• Question: Why is my payment not going through?
• Answer: Possible reasons include insufficient funds on the card, technical issues with the bank, or incorrectly entered details. Please try using another card or payment method. If the problem persists, contact our support team.
• Question: Can I pay for my booking in cash on-site?
• Answer: Can I book without paying in advance on the website? We operate fully online and all bookings require full prepayment. On-site payment is not available.
• Question: What is included in the price?
• Answer: To find out what is included in the offer, go to the "What is Included in Activity" and "What is Not Included" sections on the activity page. For more details and important information, read the full description of the tour.
• Question: Can I attend the tour with my child?
• Answer: Check the available ticket categories on the offer page. They can be found below the calendar with the tour schedule. If there are no children's tickets listed but you want to attend the event with a child, contact our support team. We will clarify the conditions for visiting the event with the organizer.
• Question: Where can I find the ticket price?
• Answer: You can view the ticket categories and their prices in the booking form below the event description. 
• Note: If the event offers different options (e.g., sunset/sunrise, with/without meals), the ticket price may vary depending on the selected option.
• Question: Are there tickets for a specific date/time?
• Answer: All events are held according to the schedule given. Check the available dates in the calendar located below the event description. If the desired date is not in the schedule, it means the event is not held at that time or the tickets are already sold out.
• Question: How to contact us?
• Answer: You can contact us in two ways: 
  1. Reach out to us through the support chat on the website. The widget is located in the bottom right corner of the screen.
  2. Send an email to hi@alle.travel.
• Question: How to reset my password?
• Answer: To reset your password, follow these steps:
  1. Go to https://alle.travel/
  2. Click "Login" in the top right corner of the screen.
  3. In the opened field, click the "Restore Password" button.
  4. Enter your email address and request the reset link by clicking the "Send Link" button.
  5. Follow the "Change my Password" link in the email to set a new password.
• Question: How to change my email address?
• Answer: Follow these steps to change your email address:
  1. Log in to https://alle.travel/ 
  2. Hover over your profile icon in the top right corner of the screen, and click on "Edit Profile."
  3. Enter the new address in the "E-mail" field.
  4. Scroll down and save the changes by clicking the "Update" button.
• Question: What discounts do you offer?
• Answer: The event price may vary depending on the ticket category (e.g., adults, children, students, etc.). All discounts are provided by the tour organizer. We do not offer personal discounts; the prices listed on the website are final. However, we sometimes have promotions on selected offers — their original price is crossed out, and the discounted price is shown above it. Keep an eye on the current promotions on the website.
• Question: How to submit a complaint?
• Answer: Please send your complaint via email hi@alle.travel
• Question: How can I become a supply partner?
• Answer: If you would like to cooperate with us, please send your proposal to supply@alle.travel. Please note: We offer our tourists excursions, boat cruises, tickets to observation decks and other travel-related activities. We do not place advertisements, including those for hotels and catering organizations.