FAQ- Your questions answered
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.
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 vaccinations. Please contact your doctor or travel clinic for vaccination advice. Please ensure you get your vaccinations or boosters in time before leaving for your travels. Some vaccinations require a longer period and/or multiple injections to settle in. Please inform your medical expert with a detailed itinerary so he/she can provide you with all the required vaccines.
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 firstname.lastname@example.org or via the contact page on our website.
We use third party reviews via Yotpo so all the reviews you read about us are 100% authenticated by real people who have been on a tour or activity. You can check our reviews here.
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 book directly with the merchant.
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.
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, we accept the following payments:
AUD - Master Card / Visa / Amex / Apple Pay /PayPal
NZD – Master Card / Visa / Amex / Apple Pay / PayPal
USD – Master Card / Visa / PayPal
THB – Master Card / Visa / PayPal
ZAR – Master Card / Visa
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. 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.
As soon as we receive your refund request, we will contact the merchant to confirm your refund amount based on circumstances and the individual refund policy of the merchant. Please allow up to 24 hours for us to confirm your refund on a weekday and 48 hrs on the weekend.
Once we get a confirmation from the merchant on a refund we process it straight away. 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.
Depending on when and why the activity or tour got cancelled, will determine the refund amount. Please refer to your voucher terms and conditions and supplier refunds policy for further info.
If you think your question has not been answered here, please contact us via email email@example.com and we will endeavour to respond to your query within 12 to 24 hours.
For urgent questions feel free to contact us by phone: +61 7 4229 9682.