Below you will find answers to your most frequently asked questions. We advise all our visitors to read through them so they know exactly what to expect if something out of the ordinary happens.
If you did not find the answer to your question here, feel free to just send us an e-mail.
I have not received any voucher/invoice
In case you have not received any confirmation of your payment/ voucher, please check your SPAM folder. In case you use Gmail, please check also folder under “Promotions”.
Is the payment secure?
Yes! Payment security is our top priority. Data of your credit card are processed either by PayPal or the payment gate provided by KB – Komerční banka, a.s.
I have trouble with payment!
If you get an unexpected error on the payment page, it’s likely that your credit card issuer has put a block on foreign transactions and has prevented the payment from going through. This can usually be fixed by making a quick phone call to the customer service line of the card issuer and this issue is usually resolved within a few minutes.
If you experience other problems with the payment page, please feel free to contact us and we will do our best to help you to solve your problems asap.
How do I get a refund?
When we receive refund requests from our clients for tours provided by our partners, we need to confirm the cancellation with the partner before we can issue the refund. Usually, this doesn’t take long but it depends also on how busy the partner is. We do our best to speed up the process and to keep you updated while you wait.
What do I do, if I want to complain about the services provided?
Thankfully we don’t get many complaints but on the rare occasions that we do, we try to solve the matter quickly and in good cooperation with all parties.
If you have an issue that you want to discuss with us, the best way to do it is to send us an e-mail. Like this we are going to have all the necessary information in one place in order to proceed with all your queries in a timely manner.
The general rule is that the sooner you speak up about your issue the easier it is for us to address it. This especially applies to damage of equipment, insufficient service, not enough information provided, etc.
Complaints about our partners
Please note that in some cases you have to send the complaint to the appropriate partner within a certain number of days to be eligible for any sort of compensation. This is usually stated in their terms and conditions or the agreement/contract you sign on the day of the tour/experience. Therefore if there are any issues, it’s always best to contact the partner immediately after the tour.
We choose our partners carefully and all the experiences and tours provided on our website are personally tested by the members of the What to do in Prague team. Our cooperation with our partners is based on personal relationship, further recommendations and feedback from our close friends and customers. Therefore we want you to let us know if their service is unacceptable and we consider your comments and suggestions as a part of our quality control.
When we receive a complaint about one of our partners we always give them a chance to tell their side of the story before we act on the complaint. Because of this, it can take us a few days to deal with your complaint but we’ll do our best to keep you updated throughout the whole procedure.