Booking a big trip comes with big questions—especially when it comes to where your money is going. Here’s how we make sure your payment is protected and your travel plans are secure.
Your Trip Is Protected - 100%
We work only with vetted, trusted local travel experts—but if something unexpected happens, we got you covered.
- If your local agent cancels:
We’ll step in immediately to find a trusted replacement. If that’s not possible, you’ll get a full refund. - If your local agent goes out of business:
We'll make it right - We’ll either assign a new agent or refund your payment in full. - If your trip isn’t as described:
Reach out to us anytime. We guarantee a response from our global support team within 24 hours to help resolve any issue on the ground.
Your Money, Protected At Every Step
- Secure credit card payments
All payments are processed safely using SSL encryption through Braintree, a leading global payment platform. Important to notice that all credit card payments benefit from built-in consumer protection. - Payment to the local tour company
We only release your payment to the tour company shortly before your trip begins — ensuring your funds remain protected every step of the way. - Payment received
You’re paying Rough Guides, a licensed and insured travel company established in 1982 and operating under Swiss law — not an unknown third party.
We can guarantee all these steps when payment is made directly to us, following the secure payment link on our platform. Payments made directly to local experts are not covered under any circumstance.
We cannot guarantee the security of those funds, and such payments may lead to additional fees or even loss of funds.
What To Do If Something Goes Wrong
- Contact your local agent first – every traveler receives an in-country phone number for direct help.
- Still not resolved? Contact our support team. We’ll respond within 24 hours and aim to resolve all issues while you're still traveling.
Why Trust Us?
We’ve been around for over 40 years—no hassle, no delay with refunds. We’re your backup when plans go sideways.