Help center
Help
Send us your question and our team will reply by email. If you are asking about a booking, include the booking number so we can find it faster.
General questions
Questions about activities, schedules, availability, or published services.
Bookings
Follow-up on a specific booking using its reference number.
Payments and cancellations
Help with payment status, receipts, rescheduling, and refunds.
Frequently asked questions
Quick answers about accounts, bookings, payments, cancellations, and transport.
Already booked?
Include your booking number, purchase email, and holder name so we can find it faster.
AccountDo I need to sign in to book?
Yes. Checkout requires a customer account. With that same session you can see your bookings, pending payments, and cancellation options from My bookings.
BookingsWhat details do I need to book an activity?
Choose an available departure, add your pickup hotel or reference, and select passenger quantities by fare. The departure must have capacity, be active, and be bookable at least 24 hours in advance.
PaymentsWhy does my booking show as pending?
The booking stays pending until dLocal Go confirms the payment. If you left checkout or the provider is still processing, My bookings lets you continue payment, retry, or wait for confirmation depending on the available status.
ConfirmationWhere do I receive my booking confirmation?
When payment is approved, we send an email with the booking number, activity, date, passengers, and submitted details. You can also check the status from My bookings.
CancellationsHow do cancellations and refunds work?
You can only cancel active bookings for future departures. If the activity allows free cancellation, the refund may be full 72 hours or more before departure, partial between 72 and 24 hours, or unavailable inside 24 hours. The dashboard shows the amount before you confirm.
View cancellation policyTransportHow do I request private or group transport?
Use the Transport section and send origin, destination, date and time, passenger count, contact details, and notes such as luggage or special needs. The request is then queued for team follow-up.
Go to transportReviewsWhen can I leave a review?
After the activity is completed, My bookings enables the option to write a review. Each customer can submit one review per activity, and it is published after team approval.