Need to Update or Cancel
Your Booking?
Booking Changes
To make changes to your booking, follow these steps:
Go to the Customer Portal: https://gekkotrailsexplorer.com/my-account/
Log in using the email address you used for your booking.
From the “Activities” menu, select your booking and click on “Update Activity.”
Make the necessary changes and save.
The status of the change will show as “Processing” and, once processed, you will receive a new confirmation email. The status will then update to “Applied.”
You can make the following changes:
Pick-up location
Drop-off location
Activity start time
Activity date
Main participant’s name
Additional luggage
Pick-up and drop-off locations, activity time, and date must be selected from a dropdown list with the available options for the booked activity.
Important:
The system will only allow changes if you are within the time frame defined by the Change and Cancellation Policy. This period may vary depending on the activity and is outlined in your confirmation email.
Requests for changes sent via email, chat platforms, or social media will not be processed.
Cancelling a Booking
How to Request a Cancellation:
To cancel your booking, log in to the customer portal at: https://gekkotrailsexplorer.com/customers-portal/.
Your login credentials are provided in your reservation confirmation email and include:
- Username: Your email address
- Authentication Code: The unique code sent with your confirmation.
Once logged in, follow these steps:
- Go to the Activities menu and select the activity you wish to cancel.
- In the activity details, click the button labeled "Cancel this Activity."
- Complete the cancellation form by following the provided instructions.
Refund Policy:
- Refund to Original Payment Method:
If you request a refund to your original payment method, 80% of the amount paid will be refunded after deducting non-refundable charges, including the Payment Processing Fee, Fuel Surcharge, IVA, and ITBMS. These charges are excluded from the refund calculation and will not be reimbursed.
Cancellation Policy:
Cancellations must adhere to the specific policy outlined in your reservation confirmation email. If your request falls within the allowed time frame, the cancellation and refund will be processed immediately. However, the funds may take 5 to 10 business days to appear in your account, as this timeframe depends entirely on the issuing bank of the card used for payment.
Once your refund is processed, you will receive an email confirming the cancellation and the start of the refund process.
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