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FAQs

The following countries are under a nationwide lockdown:

France: October 30, 2020, to December 15, 2020

Italy: November 5, 2020, to January 15, 202

We are currently working full-time with our supply partners in France to offer the best alternatives for your reservations made within the lockdown period. We are grateful for your patience in this time of crisis. An email update regarding your reservation will be sent shortly.

What is the process for a refund?

If you are eligible for a refund as per the experience cancellation policy or COVID-19 cancellation. A refund to your original payment method will take up to 3 weeks and a credit refund will be done in 48 hours. 

What if I fall unwell and require quarantine? 

In uncontrollable cases where you are unwell and/or require quarantine, a partial refund can be claimed if the booking does not fall under the cancellation policy. Kindly check our covid cancellation policy and contact our support system to claim your refund. You can either chat with us or write to support@headout.com.

What if I am not allowed inside the venue due to capacity restraints? 

For all the venues which have placed limitations due to capacity restrictions, you will be asked to choose a particular date and time of visit while making the reservation. We will be booking your slot accordingly to ensure no problem is faced. 

What to do if the venue is closed? Will I get a refund?

If the venue is officially closed a full refund will be provided.  

Due to the recent government announcement, there are restrictions in place and I cannot travel. Can I get a refund?

If you are unable to visit the venue due to government restrictions and your booking does not fall under the cancellation policy, we will connect with our tour operators for cancellation. In cases where the request is denied a refund of 20% in the form of Headout credits can be claimed. The credits can be used to purchase any Headout experience across various cities. 

The flight operator canceled all flights and I cannot travel/there are no alternate flight options. How do I cancel my booking?

If your airlines have officially canceled operation and your booking does not fall under the cancellation policy, we will connect with our tour operators for cancellation. In cases where the request is denied a refund of 20% in the form of Headout credits will be provided. To claim the refund a screenshot of the email or SMS from your airlines confirming your cancellation has to be sent to support@headout.com

The number of COVID cases has increased in the city I live/I plan to travel to. Can I get a refund?

In case you plan to cancel your trip due to the increasing number of COVID-19 cases, a full refund will be offered if the experience you booked is under the cancellation policy or our tour operators have agreed on a refund.  

I booked before the COVID outbreak happened and I have still not received my refund. How do I expedite this?

Firstly, we apologize for the delay in processing your refund. A full refund will be processed for your booking as it was made before March 31, 2020. To claim the same kindly contact our support system. You can either chat with us or write to support@headout.com and we will take this up on the highest priority. 

My booking was canceled and I have confirmed a refund but I have still not received my money. How do I expedite this?

It takes up to 3 weeks to process refunds for COVID-19 cancellations. If it has been 3 weeks since a refund was confirmed and you still have not received it, please reach out to our support team on chat or write to us at support@headout.com and we will take this up on the highest priority. 

If I cancel my trip, will my insurance cover the cost of the experiences I booked which are out of cancellation policy?

Updated on: August 19, 2020

COVID-19 will be covered only in the case of emergency hospitalization. Isolation or quarantine as a precautionary measure or for mild symptoms will not be covered under travel insurance. Along with that, it also depends on your insurance company and its policies.

How to use Headout credits received for COVID-19 cancellation?

Login to Headout via the email ID used while making the reservation. The credits will be found in your ‘wallet’. To use those credits, make the reservation while logged in. The credits will automatically be deducted and displayed at checkout. 

I selected Headout credits at first but now I would like to receive a refund to the original payment method. How can I do that?

Once you have chosen a refund in the form of Headout credits, a refund to the original payment method will not be possible.

Where can I find travel restrictions for different countries?

Find details on how various countries are reopening across the world and its latest government rules and restrictions on our ‘Country tracker’.