Trust
Payments, refunds and support
No small print games. Here is who holds your money, who gives it back, and who picks up the phone when a guide is late in Trastevere.
Payment
- All prices are shown and charged in euro (€), including Italian VAT where it applies.
- Payment is taken in full at checkout through Stripe. Card details never touch Xplore Mondo servers, and we never store a card number.
- Your bank statement shows XPLORE MONDO. Test-mode bookings are labelled as such and never charge a real card.
- A booking is only confirmed once Stripe reports payment success — a card redirect on its own never confirms a spot.
- Xplore Mondo keeps a commission of 15–20% on each booking, set in the operator's partner agreement, and pays the operator the balance after the experience has taken place.
Cancellations and refunds
- Each experience shows its own cancellation window on the activity page — most are free up to 24 hours before the start time.
- Inside the window a booking is normally non-refundable, because guides and tickets are already paid for.
- Xplore Mondo Club members keep a cancellation guarantee: cancel up to 24 hours before the start time on any experience, including tickets the operator sells as non-refundable. Where the operator's own window is more generous, that longer window still applies to everyone.
- If the operator cancels, an experience is unsafe in the weather, or the tour differs materially from what we published, you get a full refund or a free move to another date.
- Approved refunds are sent to the original card and typically appear within 5–10 business days.
- No-shows and late arrivals outside the operator's grace period are not refundable.
Who is responsible for what
| Area | Xplore Mondo | Local operator |
|---|---|---|
| Taking payment | We charge your card through Stripe and are the merchant of record for every booking. | Never takes card details or asks for extra payment on the day. |
| Booking confirmation | Confirms the booking only after Stripe reports the payment as succeeded, then emails your voucher. | Holds the spots and confirms capacity through the operator API or dashboard. |
| Refunds | Issues every refund to the original card and adjusts the operator payout accordingly. | Approves operator-side cancellations; cannot refund you directly. |
| Running the experience | Publishes accurate times, meeting points and inclusions supplied by the operator. | Delivers the tour, guides, tickets, equipment, insurance and on-site safety. |
| Customer support | First line for booking, payment, voucher and refund questions, 7 days a week. | Reachable for same-day logistics — late arrivals, meeting point changes, group questions. |
| Complaints | Investigates, mediates and can compensate from our commission if the experience was misrepresented. | Must respond to a complaint within 5 business days. |
Getting help
Email support@xploremondo.com with your booking reference. We answer booking and payment questions within 24 hours, and same-day issues — you are standing at the meeting point and nobody is there — within 2 hours between 8am and 10pm CET. Operators publish their own direct contact on each activity page for on-the-day logistics.
Operators can find their side of these rules in the partner FAQ.