FAQs

Find answers to common questions about booking, payments, hosting, and Adventure Pass.

Why can't I publish my event? An event can be published from draft, or from publication pending, only when all of these are true: - The start is in the future, and the end is after the start. - Registration closes at least 24 hours before the start. - Your organizer profile has a bio, at least one language, and at least one specialty. - Identity verification is approved. - An admin has marked the organizer account verified. That flag is separate from identity approval. - Organizer bank details are saved. - If the event is paid, the listing fee is paid. A free event does not need that fee. Published means coming soon. Customers can book only after the event is live.

Do I need an account to book an event? You can browse events without an account. Booking, cancelling, and reviews require a customer account. Sign up with your email address and a password of at least 8 characters. There is no social login. Verify the email before you log in. The booking stays on your account. You cannot edit it after it is placed. You can cancel it under the cancellation rules.

How do I create an event? Open My Events and choose Create Event. Save it as a draft. While it is a draft you can edit the title, description, place, schedule, capacity, price, tiers, and add-ons. You do not submit the listing for a content review, and you do not attach your own cancellation policy. The platform cancellation and refund rules apply. A paid event then needs the listing fee. A free event does not. After the event leaves draft, the listing details cannot be edited.

How do I book an event? You need an account, and your email must be verified, before you can book. 1. Open the event page and choose Book Now. 2. Choose how many places you need. If the event has price tiers or add-ons, choose those too. You can add a special request. 3. For a paid event, pay with PayHere or a bank transfer. A free event still needs a booking, but there is no payment. 4. A paid booking stays pending until the payment is confirmed. The confirmation email goes to the email on your account. Open My Bookings to see the booking. You cannot change the date or the party size after it is placed.

How much is the listing fee? A free event has no listing fee. A paid event does, when listing fees are enabled for the tenant. The fee is calculated from the event price and the length of the listing. Days are grouped into blocks of 7. A price tier sets the fee for each block, and a longer listing can receive a discount based on how many blocks it uses. Open the event and go to the pay-listing screen to see the amount before you pay. A voucher can reduce that fee. The listing fee is not the customer's booking payment.

How do I cancel my booking? Open My Bookings, open the booking, and cancel it before the event starts. If the booking was paid and registration is still open, cancellation creates a refund. Your bank details must already be saved under Profile, Payment Info, while your active role is Customer. If they are missing, the cancellation is refused until you add them. After registration has closed, you can still cancel before the event starts, and no refund is created. There is no 7-day or 3-day refund scale. Staff send an approved refund to the bank details on your profile. It is not returned automatically to the card.

Why can I see an event but not book it? A published event is visible as coming soon. Book Now works only when all of these are true: - The event is live. - Registration has opened and has not closed. - The event has not started. - Enough spots remain. - The organizer account is verified. You also need to be signed in with a verified email. If you already have a pending booking for that event, complete or cancel it before you start another one.

How do I pay the listing fee? Open the draft event and choose Pay listing fee. You can pay by PayHere, or by bank transfer and then upload the receipt. Staff approve or reject a receipt. A voucher can be applied on that screen, and a voucher that covers the full fee means no payment is due. While the listing payment is in progress, the event is publication pending and the listing cannot be edited. Paying the fee does not open customer bookings. The event still has to be published, and published means coming soon until it goes live.

When will I receive my payout? A payout can be created only when the event is completed and at least 24 hours have passed since completion. It is not paid out on the day the event ends, and it is not promised within 7 business days. The amount is the confirmed and completed booking total, minus commission when the tenant has commission turned on, minus any payout already completed. Staff send it to the organizer bank details on your profile. A cancelled event is not paid out. Track the status under the event's Payouts section.

What payment methods do you accept? A paid booking can be paid by card through PayHere, or by bank transfer. For a bank transfer, use the details shown at checkout and upload the receipt. Staff then confirm or reject that payment. The booking stays pending until the payment is confirmed. Card numbers are not stored on this site. Cash on the day is not accepted. A free event has no payment, but you still need to book.

Can I edit a listing after it leaves draft? You can edit the full listing only while the event is a draft. Publication pending means the listing fee is in progress or paid. Editing stays locked until the event is published or returned to draft. After the event is published, the listing details stay as they were. If a listing-fee receipt is rejected, the event can return to draft so you can correct it and pay again.

How do I know if an event has available spots? The event page shows the number of spots left. When that number reaches zero, the event is sold out and new bookings are refused. There is no waitlist. A spot becomes available again only if someone cancels before the event starts and registration is still open.

When do I get the listing fee back? The listing fee can be refunded only when you cancel the event before registration starts and nobody has an active booking. After registration has started, or while any active booking exists, the listing fee is not refunded. Customer booking payments are separate. Those customers are refunded when you cancel the event or mark a no-show. A no-show can be marked on or after the start date. Customers with paid bookings are refunded. The listing fee is not returned, because registration has already started.

How do I apply a voucher code? On checkout, use the Voucher code field, enter the code, and apply it. The new total is shown before you pay. Only one voucher code can be used on a booking. A code that is inactive, expired, or not valid for bookings will be refused. If the voucher covers the full amount, no payment is required.

Why do I have to verify my email before I can log in? After you sign up, open the verification email and confirm the address. Login is refused until that is done. If the email does not arrive, check spam. On the login page you can resend the verification email. The link is for that account address. It does not change your email.

What is the difference between identity approval and verified? Open Profile, switch your active role to Organizer if you have both roles, and open Verification. Submit the identity documents the form asks for. Staff approve or reject that submission. A rejection includes a reason, and you can submit again. Verified is not the same step. An admin marks the organizer account verified separately. Publishing needs the identity check approved and the verified flag on. New bookings also need the verified flag. The site does not promise a review time.

Does a free event pay a listing fee? Set the event payment type to free and no listing fee is charged. You still have to pass the other publish checks: profile, identity approval, the verified flag, bank details, and the date rules. Customers can book a free event without a payment once it is live and registration is open. They still need an account.

What is the difference between ticket tiers? Some events offer price tiers, such as adult, child, or another label the organizer chose. Each tier has its own price. Choose the quantities that match your group. If an event has no tiers, you choose how many places you need at the event price. Tiers are not a separate ticket you can transfer.

What are add-ons? Add-ons are optional extras on that event, such as a meal, photos, or transport, when the organizer added them. Choose them while you book. Their price is added to the booking total. An event with no add-ons will not show this step.

How are payouts calculated? The starting amount is the total of confirmed and completed bookings for that event. If the tenant has commission turned off, that total is the payout before anything already paid. If commission is on, it is either a percentage of that total or one fixed amount for the event. A fixed commission is not charged per booking. Money already paid out for the event is subtracted. Amounts are in the tenant currency. The example rates in older help text were examples, not your rate. Ask a tenant admin what commission is set.

How do I become an organizer? On the sign-up page, choose Organizer, then verify your email. Profile does not have a button that turns a customer account into an organizer. If you already have a customer account and need the organizer role, message support. Before a listing can be published you still need a profile with a bio, at least one language, and at least one specialty, an approved identity check, saved organizer bank details, and the separate verified flag set by an admin.

How do I update my bank details? Organizer bank details and customer bank details are stored separately. If your account has both roles, set the active role to Organizer. Open Profile, then Payment Info. Save the account holder name, bank name, account number, and branch code if you have one. Those organizer details are required before you can publish, and staff use them for payouts. Customers save their own bank details, with the Customer role active, so a booking refund can be paid.

When will I get my refund? Cancelling a paid booking creates a refund only while registration is still open, and only if your bank details are already saved. After registration closes, you can still cancel before the event starts, with no refund. Staff pay that refund to the bank account on your customer Payment Info. It is not sent back to the card automatically, and there is no fixed number of days promised on this page. If the organizer cancels the event, or marks a no-show, active paid bookings are refunded the same way.

I already have a pending booking. Can I book again? You can have one pending booking per event. Complete its payment, or cancel it, before you start another booking for the same event. A pending paid booking does not hold a confirmed place until the payment is confirmed and the booking is confirmed.

How do I see who booked my event? Open My Events, open the event, and choose Bookings when that tab is available. You can see the booker's name, how many places they booked, the amount, the booking status, and any special request. The tab does not give you a separate email thread for each guest.

What if my identity check or listing payment is rejected? There is no step that rejects an event for writing style, photos, or price and then emails you to resubmit the listing. Two reviews can be rejected: - Identity verification. Open Verification, read the reason, and submit the documents again. - A listing-fee bank receipt. Staff reject it with a reason. Correct the payment and submit again. The event returns toward draft so it can be edited before you try again. Publishing still depends on the full publish checklist, including dates and the verified flag.

Can I pay with cash on the day? Cash is not accepted. A paid event is booked only after PayHere or a bank transfer is confirmed. A free event does not need a payment, but you still book it on the site so the place is held.

What if the organizer cancels the event? If the organizer or staff cancel the event before it starts, active bookings are cancelled. Paid bookings are refunded to the customer bank details on your profile. If the organizer marks a no-show on or after the start, paid bookings are refunded the same way. Save your bank details under Profile, Payment Info, with the Customer role active, so that refund can be paid.

My payment failed. What should I do? A failed card payment leaves the booking pending. You can try PayHere again or pay by bank transfer from the booking. If the bank refuses the card, check the card details, available funds, and whether the card allows online payments. If money left your account but the booking is still pending, message support from the chat button and include the event name and any receipt or reference you have.

Can I book for someone else? Choose the number of places on your own booking. The event does not collect a separate name and email for each person, and each person does not get their own confirmation. You are responsible for the payment and for any cancellation. The confirmation email goes to the email on your account.

Is my payment information secure? Card payments are handled by PayHere. This site does not store your card number. Bank-transfer bookings are confirmed from the receipt you upload, not from a card charge. Use the checkout page on this site. Do not send card details by email or chat.

I was charged twice! Open My Bookings and check how many confirmed bookings you have for that event. Then message support with the event name, the amounts, and a screenshot of the charges. One line on a bank statement can be an authorization that the bank later releases. Support will check the booking and the payment. Do not start a second booking for the same event while one is still pending.

How do I leave a review for an event? Open My Reviews after you are signed in. You can review a booking when the event is in progress or finished, and the booking is confirmed or completed. The form asks for an overall rating and separate ratings for the experience, the organizer, and the platform. You can add a comment and photos, save a draft, or publish. You can mark the review anonymous. There is no email a week after the event with a review link.

Can I change my booking date? A booking date cannot be moved, and the party size cannot be edited after the booking is placed. Cancel the booking from My Bookings if the event has not started. If the booking was paid and registration is still open, a refund is created only when your bank details are saved. Then book again if the event is still live, registration is open, and enough spots remain.

I didn't receive my confirmation email. What should I do? The confirmation is sent to the email on your account, not to a separate address for each guest. A paid booking is confirmed when the payment is confirmed, so the email is not sent at the moment you click pay if the payment is still pending. Check spam, then wait a few minutes. If it is still missing, open My Bookings to confirm the booking status and contact support with the event name and your account email. Support can resend the booking email.

I'm getting an error when trying to book. What should I do? The booking page states the reason when it can. Usual ones are: - The event is published but not live yet, so it is coming soon. - Registration has not opened, or it has closed. - The event has already started, or it is sold out. - You already have a pending booking for that event. Complete or cancel it before booking again. - The organizer is not verified. If the message is unclear, message support with a screenshot, the event name, and your account email.

How do I reset my password? On the login page, choose Forgot Password and enter your account email. Open the link in that email and set a new password of at least 8 characters. The link is short-lived. If it expires, request a new one. Check spam if the email does not arrive within a few minutes. There is no extra rule that the password must contain both letters and numbers.

How do I change my email address? Profile shows your email and does not let you edit it. Booking emails and the login both use that address. Message support from the chat button, using the current account email, and say what the new address should be. Do not create a second account for the same person.

How do I update my profile picture? Open Profile and upload a new photo. The file must be a JPEG, PNG, or GIF, and it must be under 2MB. There is no crop step. The new photo replaces the current one when the upload finishes.

How do I delete my account? The site has no self-serve account deletion. Message support from the chat button, from the account email, and say that you want the account closed. Cancel upcoming bookings first. A paid cancellation follows the refund rules. Support will tell you what they can remove. Closing an account is not something you can undo from the site.

The website is not loading. What should I do? Refresh the page. If it is still blank, try a private window or another browser. If that fails, message support from the chat button. Include a screenshot, what you were trying to open, and the browser you used.

Do you have a mobile app? There is no iOS or Android app. The website works in a phone browser. You can use the same login there.

How do I report a problem with an event? Event pages do not have a report flag. Open the chat button and choose Send us a message. Include the event name, the date, what is wrong, and your booking reference if you have one. Support will follow up in that conversation.

I have a suggestion for the platform. How do I share it? Open the chat button and choose Send us a message. Describe the change you want. There is no separate suggestion form, and the chat menu does not have a Talk to a human item.