FREQUENTLY ASKED QUESTIONS
Q. Can I pay the guide in person?
A. Most bookings are done via the website. You can certainly pay the guide by cash or card but we advise booking in advance by email or phone.
Q. Why can’t I buy the number of tickets I need online?
A. If there are not enough tickets left for the tour you wish to take, we are already at capacity. Any cancellations will go back onto the website automatically. Always worth calling to check though!
Q. I have booked but not received a confirmation. What should I do?
A. If you have booked a tour but have not received a confirmation, please check your spam/junk folder, as they sometimes end up there. If not, you can use the transaction code you received when you paid for the tour. The guide will have your details before you arrive, so you won’t have a problem.
Or contact us and we will resend. No need to panic.
Q. How do I know my payment has gone through properly?
A. If you have received a receipt, you are booked on.
Q. How do I get a refund?
A. We reschedule or refund any cancellations made up to one day before a tour. If you miss the tour you are on, we will reschedule without question.
All refunds will be processed as a matter of urgency and you will be contacted when this has been done. Online bookings require only that you forward us the email receipt (which you received when booking the tour) - as this has the transaction code we need.
Q. What if I booked through a third party like Viator or GetYourGuide?
A. In that case, you will need to contact them directly for a refund or tour change. Sorry.
Q. Can I film on the tours?
You are welcome to take as many pictures as you like. However, we don't allow filming. This is partly a privacy issue. Some customers don't want to be filmed and we respect those wishes. Also, posting the tour on social media spoils it for others. Like giving away the ending of a movie.
Q. Can animals come on the tour?
A. Sorry, but no. Dogs, cats, racoons, snakes, hamsters, tigers, turtles, insects, fish or any other animals are not allowed. I'm afraid this includes service dogs in the vaults and on the night tours. It is dark, claustrophobic and people scream a lot - which is extremely distressing for them.
Q. Which is the best or scariest tour?
A. There is no "best" tour or "scariest" tour. Every guide does their own thing. Though the graveyard was the creepiest reputation.
The Double Dead combines the best locations of the other tours, but you spend more time in each location on the individual tours.
Q. I can't see the question I want here
A. Just email or call us!
A. Most bookings are done via the website. You can certainly pay the guide by cash or card but we advise booking in advance by email or phone.
Q. Why can’t I buy the number of tickets I need online?
A. If there are not enough tickets left for the tour you wish to take, we are already at capacity. Any cancellations will go back onto the website automatically. Always worth calling to check though!
Q. I have booked but not received a confirmation. What should I do?
A. If you have booked a tour but have not received a confirmation, please check your spam/junk folder, as they sometimes end up there. If not, you can use the transaction code you received when you paid for the tour. The guide will have your details before you arrive, so you won’t have a problem.
Or contact us and we will resend. No need to panic.
Q. How do I know my payment has gone through properly?
A. If you have received a receipt, you are booked on.
Q. How do I get a refund?
A. We reschedule or refund any cancellations made up to one day before a tour. If you miss the tour you are on, we will reschedule without question.
All refunds will be processed as a matter of urgency and you will be contacted when this has been done. Online bookings require only that you forward us the email receipt (which you received when booking the tour) - as this has the transaction code we need.
Q. What if I booked through a third party like Viator or GetYourGuide?
A. In that case, you will need to contact them directly for a refund or tour change. Sorry.
Q. Can I film on the tours?
You are welcome to take as many pictures as you like. However, we don't allow filming. This is partly a privacy issue. Some customers don't want to be filmed and we respect those wishes. Also, posting the tour on social media spoils it for others. Like giving away the ending of a movie.
Q. Can animals come on the tour?
A. Sorry, but no. Dogs, cats, racoons, snakes, hamsters, tigers, turtles, insects, fish or any other animals are not allowed. I'm afraid this includes service dogs in the vaults and on the night tours. It is dark, claustrophobic and people scream a lot - which is extremely distressing for them.
Q. Which is the best or scariest tour?
A. There is no "best" tour or "scariest" tour. Every guide does their own thing. Though the graveyard was the creepiest reputation.
The Double Dead combines the best locations of the other tours, but you spend more time in each location on the individual tours.
Q. I can't see the question I want here
A. Just email or call us!
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