Frequently asked questions
How do I create an account?
Sign up in the app with your phone number or email and verify with the code we send you. No password to remember — you'll sign in the same way each time.
How do payments work?
Payments are processed securely through our trusted payment partners. We accept major credit/debit cards and digital wallets.
- Your payment is held until the booking is confirmed.
- Refunds are returned to the original payment method within 5–10 business days.
- For prepaid bookings, you may briefly see a hold on your card.
What's the refund and cancellation process?
Policies depend on the type of booking — flights follow airline rules, hotels typically offer free cancellation within a stated window, and activities vary by vendor. Check the booking details before confirming.
To request a cancellation: open the booking in the app, tap "Request cancellation" or "Contact support," and our team will respond within 24 hours with next steps. Approved refunds are typically processed within 5–10 business days.
Who's responsible if something goes wrong — Exploro or the vendor?
Exploro is the platform connecting you with travel vendors (airlines, hotels, activity providers). We handle the booking flow, payments, and support for issues on our platform; vendors are responsible for delivering the actual service and their own terms.
Platform or payment issue → contact Exploro support. Service quality, no-show, or vendor policy issue → we'll escalate to the vendor and support you through resolution.
I have an issue during my trip — what do I do?
Contact support with your booking reference and details of the issue (no-show, wrong service, safety concern). We'll escalate to the vendor and keep you updated until it's resolved. Attaching a screenshot of the issue and the date helps us move faster.
How do I delete my account or data?
In the app, go to Profile → Data & Privacy → Delete data/account, or use our account deletion page. See our Privacy Policy for how your data is handled.