Help Centre
Common FAQ's
General enquiries
Existing bookings
General enquiries
If you don’t have a GoThrills account yet, go to gothrills.com and click Sign Up
The easiest way to cancel your booking is by logging into your GoThrills account:
Once you’ve logged in to your GoThrills account, click on “Bookings” and then click on the button “Cancel booking”. The specific cancellation policy of your activity will be shown directly so please read it very carefully before cancelling.
In order to complete the cancellation of your booking, you will need to state a reason for your cancellation.
Alternatively, you can also send us a message on the contact us page to cancel.
Please note, however, that your booking is only properly cancelled after you have received the cancellation confirmation via email.
The easiest way to check your cancellation policy is by logging into your GoThrills account. You will find the information in the header “Bookings” if you open the drop-down (“show details”).
GoThrills offers three different cancellation policies, which depend on the offer you booked:
Flexi: Full refund up to 24 hours before the start of the activity.
Standard: Full refund up to 31 days prior to the start of the activity, 80% refund between 30 and 8 days prior to the start of the activity and 50% refund between 7 days and 24 hours prior to the start of the activity.
Strict: 90% refund up to 31 days before the start of the activity, 50% refund between 30 and 8 days before the start of the activity.
As soon as you have paid for an activity, you will received/have received all the providers’ details including:
- Provider Location
- Meeting Point
- Contact details
- THink we mentioned more…
Existing bookings
If a booking has been cancelled, we email you and a refund will be sent to your initial payment method.
If your initial payment was made via PayPal, the refund will be processed instantly.
Refunds for payments made by card usually take 5-7 working days to be returned to your account, but can take up to 30 days for certain banks.
If you have still not received your refund, please reach out to our customer support
As soon as you have paid for an activity, you will received/have received all the providers’ details including:
- Provider Location
- Meeting Point
- Contact details
- THink we mentioned more…
Not a problem,
Generally, changing the details of your booking should be possible, but all changes should be subject to the availability of the provider.
Please click on the link below and fill in the contact form with all the necessary information in order to change the details of your booking: Click here to send us a contact form. The earlier you provide us with this information, the better!
Our Support Team will take care of arranging the changes with the provider and reply to your message as soon as possible 🙂
Your booking on GoThrills is automatically confirmed after the payment process is completed. In this case, you instantly receive a booking confirmation email ⚡.
Some providers prefer to accept their bookings manually. In this case, you will be notified that you have sent a booking request after completing the payment process. As soon as the provider accepts your booking, you then will automatically receive a confirmation email.
In case the provider has no availability, they will send you an alternative date or time to your request. If the alternative does not suit you, your booking will be declined and you will automatically receive a decline email.
If you have not received a confirmation within 24 hours, your booking request has not been accepted yet – but don’t worry, we are here to help you!
Here is what you can do yourself:
First, check the spam folder in your email account to make sure you really have not received a confirmation.
Log in into your GoThrills account , click on “Messages” and check if the provider has sent you a message (you would also have been notified via email in this case). Maybe they are just waiting for you to confirm 🙂
In any case, our Operations Team has already been informed about your booking so if you still require an update on your booking request, please let us know via the contact us form by clicking the “contact us here” button below.
This depends on the activity you’ve booked. You can find out whether your booking has instant confirmation or 24-48 hours confirmation on the activity’s page.
You will be charged once your request is complete. Complete means accepted by the activity provider. All funds are securely held in pre-payment authorization and released upon final booking confirmation (except for Paypal).
After booking, you will receive an email regarding your booking request. We will get back to you within 48 hours to confirm your activity.
Payment & Amendments
The day of the activity
Payment & Amendments
For some activities, you can amend the booking details (e.g. participation date, passenger information, special requirements, etc.).
- Go to the Bookings page on GoThrills
- Find the booking you want to amend and select “View more”
- Select “Amend booking” under Booking details and make your changes
You will get an updated voucher once your amendments are confirmed.
However, if “Amendments not applicable” appears under your booking, it means that the booking cannot be amended.
Still need help to amend a booking? Please contact us using Ask GoThrills and select “Amend booking”.
The easiest way to cancel your booking is by logging into your GoThrills account:
Once you’ve logged in to your GoThrills account, click on “Bookings” and then click on the button “Cancel booking”. The specific cancellation policy of your activity will be shown directly so please read it very carefully before cancelling.
In order to complete the cancellation of your booking, you will need to state a reason for your cancellation.
Alternatively, you can also send us a message on the contact us page to cancel.
Please note, however, that your booking is only properly cancelled after you have received the cancellation confirmation via email.
The easiest way to check your cancellation policy is by logging into your GoThrills account. You will find the information in the header “Bookings” if you open the drop-down (“show details”).
GoThrills offers three different cancellation policies, which depend on the offer you booked:
Flexi: Full refund up to 24 hours before the start of the activity.
Standard: Full refund up to 31 days prior to the start of the activity, 80% refund between 30 and 8 days prior to the start of the activity and 50% refund between 7 days and 24 hours prior to the start of the activity.
Strict: 90% refund up to 31 days before the start of the activity, 50% refund between 30 and 8 days before the start of the activity.
This depends on your activity’s cancellation policy.
Free cancellation
You can cancel the booking yourself until the specified time listed in the cancellation policy by following these steps:
Go to the Bookings page on GoThrills
Find the booking you want to cancel and select “View more”
Select “Apply for refund” under Booking details
Conditional cancellation
(the booking can be cancelled as long as certain conditions are met).
Please check the cancellation policy listed on the activity’s page for details. If you want to apply for a refund, please contact us using the “contact us” button below.
No cancellation
Sorry, this activity cannot be refunded.
In order to book your activity online, you need to make an online payment. It is not possible to pay in cash.
Our purpose is to provide you an easy way to book your favorite activity online. This way, you do not need to worry about the payment on site and you can just enjoy it on the day of the activity 🙂
Sorry, but the operator cannot wait for any latecomers, so please make sure to arrive on time or early for your activity.
If you are experiencing an unexpected delay, please contact the operator.
Please note that requests for refunds because of lateness cannot be processed except for in the event of unforeseen circumstances (i.e. skydiving cancellation, etc.). In this case, please contact us using , select “Cancel booking” and include any relevant supporting documents (i.e. proof of purchase)
The day of the activity
Before booking
You can find the meeting point details under “How to use” on the activity’s page.
After booking
You can find the meeting point details on your voucher. Find this in the Bookings page on GoThrills or in your email inbox.
If you’re still unsure, feel free to directly contact the operator to find out more details (their contact info is on your voucher).
Please contact us using the “contact us” form
Some operators will ask participants to confirm their identification on arrival or at pick-up. For example, you’ll need to present your passport when collecting train tickets at a station.
Please check the booking pages carefully to find out whether you need to present your passport. You can also find more info on the activity’s page.
Your booking on GoThrills is automatically confirmed after the payment process is completed. In this case, you instantly receive a booking confirmation email ⚡.
Some providers prefer to accept their bookings manually. In this case, you will be notified that you have sent a booking request after completing the payment process. As soon as the provider accepts your booking, you then will automatically receive a confirmation email.
In case the provider has no availability, they will send you an alternative date or time to your request. If the alternative does not suit you, your booking will be declined and you will automatically receive a decline email.
If you have not received a confirmation within 24 hours, your booking request has not been accepted yet – but don’t worry, we are here to help you!
Here is what you can do yourself:
First, check the spam folder in your email account to make sure you really have not received a confirmation.
Log in into your GoThrills account , click on “Messages” and check if the provider has sent you a message (you would also have been notified via email in this case). Maybe they are just waiting for you to confirm 🙂
In any case, our Operations Team has already been informed about your booking so if you still require an update on your booking request, please let us know via the contact us form by clicking the “contact us here” button below.
1. Hover your mouse over your account name in the top right corner
2. Select “Bookings”
3. Find the booking you need to print the voucher for and select “View voucher”
4. You can either right click and choose “Print” to print the whole page or click the “Download voucher” icon to get the PDF version, which you can then open and print
Usually you can simply present a mobile voucher at arrival for a booked activity. However, some activities will require participants to present a physical, printed voucher.
Please check the confirmation email or the activity page to find out whether you need to print your voucher.
Since many of our activities are weather-dependent, sometimes our providers are forced to cancel confirmed bookings, in particular in case of dangerous weather conditions or force majeure. It is the decision of the provider themselves if they consider the conditions too dangerous. If you are unsure about whether the activity will take place, please contact the provider directly (via our messaging platform or the phone number on your booking confirmation).
If the activity cannot take place, the provider will inform you.
You will generally have two options:
reschedule the activity to another date (if possible)
or, if rescheduling is not an option, you can also cancel the activity. In this case, you will, in the vast majority of cases, receive a full refund.
If your booking has to be cancelled, the activity provider will take care of the cancellation, and you should receive an email. Should you have not received a cancellation email by the time your booking should take place, please contact our team below by clicking the “contact us here” button
You will find the meeting point of your activity on your booking confirmation email and/or the PDF attached to the email.
If your meeting point has to be arranged individually, the provider should notify you via email or phone before the start of the activity. If you have not heard from them yet, please contact them directly – either via the messaging platform on GoThrills, or by calling them on the phone number shown in your booking confirmation email. Click here to login your GoThrills account
Generally, we recommend arriving at the meeting point 15-20 minutes prior to the start of the activity.
If you are not able to find the meeting point on the day of the activity, please call the provider as soon as possible on the telephone number shown in your confirmation email.
Yes! Generally, it is recommended to be at the meeting point 15-20 minutes prior to the start of the activity. In order to find exact specifications on your meeting point, we recommend having a look at your booking confirmation email.
If you are not able to find the meeting point on the day of the activity, please call the provider as soon as possible on the telephone number indicated in your confirmation email.
Generally, this will be dependent on the activity. Written parental consent might be needed for some activities like Rafting and Canyoning if children under 18 are not accompanied by their parents.
Please take a look at the product description of your activity to get more information regarding age requirements.
