The guide cancelled last-minute
You'll be notified immediately. A full refund is automatic — you don't need to request it. We also aim to show you what else is open today so you can find an alternative.
The guide didn't show up
Wait 15 minutes from the scheduled start time. Things happen — guides can run late.
If they haven't arrived or been in touch after 15 minutes, contact support. Tell us your booking ID and location. We'll reach out to the guide and get back to you fast.
If the guide doesn't appear and the run doesn't happen, you get a full refund.
I can't find the meeting point
Open your booking on Touri — the meeting point and a map link are there. If you're at the right location and still can't find the right spot, contact support now. We'll try to connect you with the guide directly.
The experience wasn't as described
We take listing accuracy seriously.
If what you experienced was significantly different from what the listing said — different route, different duration, different language, much larger group — contact support within 24 hours of the end of your tour.
Tell us what was listed, what actually happened, and what was different. We'll review and come back to you, usually within 12 hours.
I left something with my guide
Contact support as soon as you notice. Include the guide's name, the tour name, and what you left. We'll pass the message to the guide and help coordinate returns where we can. Touri isn't responsible for lost items, but we'll do what we can to help.
How to reach us
On Touri: Tap "Get help" on any booking screen. It pre-fills your booking details so you don't have to.
Email: support@gotouri.com
We aim to respond within 8 hours. For urgent issues — guide didn't show, can't find the meeting point, safety concern — contact us and flag it as urgent. Critical issues get fast-tracked.
Still have questions? We're back within 8 hours — usually less.
Contact support