We're glad to help with your booking.

Questions about a tour, a voucher, or a booking that isn’t behaving as it should? Send us the details below — a person on our small team reads every message and replies, usually within one business day.

Send a message

Common Requests

What can we help you with?

Pick the closest topic — it helps us route your message and reply faster.

Booking & Availability

Changing a date, checking open spots, or booking for a larger group than usual.

Payments & Refunds

Failed payments, receipts, and how refunds work for cancelled or rescheduled tours.

Vouchers & Confirmations

Missing confirmation emails or trouble redeeming a gift voucher.

Cancellations & Changes

Rescheduling a booking, cancelling, or adjusting your party size.

Private & Bespoke Tours

Custom routes, corporate groups, and requests outside the regular calendar.

Account & Website

Trouble booking online, sign-in issues, or something not working as expected.

Cities Covered

24h

Average Reply Time

Days A Week

Get In Touch

Send us a message

Fill in the form and it opens in your own email app, addressed to our support inbox — nothing is stored or sent anywhere else.

Include your booking reference if you have one — it helps us find your tour faster.
Mention the tour date and city for anything time-sensitive.
We read every message ourselves. No ticket numbers, no bots.

FAQ

A few things people ask first

Can I get a refund if I cancel?

Refunds depend on how close to the tour date you cancel. Tell us your booking reference and date, and we’ll confirm what applies.

I never received my confirmation email.

Check your spam folder first. If it’s genuinely missing, send us the email address you booked with and we’ll resend it.

How do I ask about a private or group tour?

Use the form below and choose Private & Bespoke Tours — include your preferred city, date, and group size.

info@urbanshpro.com