Frequently Asked Questions

Please contact us at info@urbanadventures.com with a screen grab of your problem and we'll get back to you right away.

To redeem gift voucher, select your tour and add it to your chart. In the check out screen, at the bottom right, click redeem gift card. Enter in the code to redeem.

We're all about getting into the places big tours can't do, so our tours have a maximum group size of 12 people. This way, we don't overwhelm the destination and you're able to have a real experience and immerse yourself in the local environment. On rare occasions there may be slightly more travellers for our most popular tours, but that just means more friends to meet!

Nope! Our tours are guaranteed to depart, even with just one passenger. So you could get us all to yourself! Lucky you... However, if you are the only person and would like to move to another day when there are other passengers, please email us info@urbanadventures.com.

We provide physical ratings for each of our tours, ranging from an easy low to an active high. The physical rating for each trip is listed on our website with the full trip details.

We try to make our tours accessible whenever we can, but unfortunately, some destinations may be challenging for those with wheelchairs or other assistive devices. Check the accessibility and physical rating for each trip, which are listed with the full trip details on our website.

Of course. Everyone should feel comfortable on a tour with us and we know that many of our travellers are part of the LGBTQI community. Just remember to be mindful of local laws and customs.

Yes, we have lots of tours that allow children! The minimum age and child policy will be included in the tour description, and children under six are typically free of charge. However, if you require a stroller, please check that the tour is also listed as accessible.

We can cater for dietary requirements on most tours, provided you advise us in advance. When you book your trip, please make a note that you need a modified menu. Our leaders will do everything in their power to ensure your needs are met. Please note, though, that in some destinations there may be limited or no options for dietary needs.

We recommend you allow plenty of time to arrive early for your tour, especially when you are in a new destination where transport can take longer than expected. Because we want to ensure our other guests can still enjoy their tour, all our tours start on time. If you know you are going to be late, please contact Urban Adventures at the number on your tour voucher. Unfortunately, if you are late and do not notify us, the tour will start without you and you will not be entitled to a refund, as per our terms and conditions.

The tour meeting point is listed on both your voucher and on the tour page on the website. Only selected tours provide a pick-up from your hotel. This is because we want you to spend your time touring, not doing pick-ups. Yawn, right? If your tour does not include a pick-up, you will need to arrange your own transportation.

We provide custom tours in most of our destinations. We work with local guides to help you customise your tour to be exactly the adventure you want. If you have a large group and wish to book a private tour, email us at groups@urbanadventures.com and we'll work something out. We can even customise tours for holiday parties, family reunions, birthday celebrations and more! 

We don't want you to miss out on your tour just because of a little rain so most tours will go ahead in all weather conditions. However, if tours are cancelled under extreme circumstances, your guide will contact you to move your tour to another day. For that reason, please make sure your booking includes a phone number or email address where we can contact you while you're travelling.

Ja, we currently run one tour in German: our Cicchetti, Wein, und Taverns tour.

We also have several destinations offering tours in Spanish: Bucharest, Cusco, Lima, Mexico City and San Jose.

We'll send you instant confirmation of your trip via email. You'll get a voucher with a 5-digit reference number - please use this number if you need to message us about your booking (helps to keep us organized). If you don't receive your confirmation within 24 hours of booking, please contact us at info@urbanadventures.com and we'll fix it for you.

You can click on "retrieve your tickets" in the top right corner of your web page. From there, you can make changes to your existing booking. This includes adding extra people to your booking. Your request will then be sent to our local partner, who will aim to respond within 24 hours. To ensure we don't miss your request, if you need to make changes within 48 hours of the tour start time, you'll need to call the local operator directly to confirm these changes. The contact details for your local operator will be in your booking voucher.

Why would you want to cancel?! Okay, okay, we know sometimes things come up, so we'll let you cancel if you need to. But it will make us very sad. You can cancel your Urban Adventure up to 48 hours prior to the tour's start time. But because our guides are busy people too, any cancellations made after that window are subject to a 100% cancellation fee, as per our terms and conditions.

You can log into your booking under the 'Log in' section on the Intrepid Urban Adventures home page using your email address and reference number. From there, you can cancel your booking, and your request will be sent to our local partner, who will aim to respond within 24 hours. If you need to cancel within 48 hours of your departure date, you will need to call the local operator directly to confirm. Their contact details will be in your booking voucher. Please be aware that cancellations within 48 hours of departure will incur a 100% cancellation charge, as per our terms and conditions. Tough love, friends.

Please talk to your guide. Our guides are well trained in running all adventures in a safe manner. If you have any safety or other personal concerns, your guide will be able to provide assistance. If for any reason you are not happy with the outcome, please add this to your feedback, or contact us at info@urbanadventures.com.

Yes, tipping is commonplace in most parts of the world, particularly in the service industry (that includes tour guides!). Although our trips are inclusive of all costs and we ensure our guides and local staff are paid fairly, tips are always welcome.

First, let's just say good on you for gifting a gift certificate. You are a good friend! You should have received instant confirmation of your gift voucher via email to send on to your friend. If you haven't received your gift certificate, please email us at info@urbanadventures.com.

After your adventure, you'll get an email asking for your feedback. If for some reason you don't receive a feedback email, you can also provide feedback on our website by logging in to your booking in the Log In section (top right corner of the site) using your email address and reference number. From there, you can find your previous tours and provide feedback by clicking the 'provide feedback' link. We welcome all comments, and appreciate you taking the time to respond. We're always re-evaluating our tours to offer the best experience, and your feedback helps us immensely. You can also contact us by email at info@urbanadventures.com.

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