If you made an order on the website or in the WeGoTrip application, then we sent you a link with access to the tour by e-mail or SMS. Just follow this link, the audio tour or ticket will be downloaded into your app.

After placing an order for an excursion or a ticket on the GetYourGuide or Viator website, we send an invitation link by email and SMS with access to the excursion or ticket in the WeGoTrip application.

If you have not received this letter, then enter your order number indicated on the GetYourGuide or Viator voucher in the application in the Enter order code field. If the order is confirmed, then the tour or ticket will be downloaded and will be available in the WeGoTrip app.

Yes, registration is required in order to save the history of the audio tour in the app.

Tours and tickets are saved in your account. Therefore, if you uninstall the application and reinstall it, they will be available to you after logging into your profile in the application.

It depends on the status of the order and the type of tour.

Here are the highlights:

• If you bought an audio tour without tickets and have not yet downloaded it in the app, then the order can be canceled.
• If you bought an audio tour with a ticket, then cancellation is possible in cases where your ticket has not yet been generated in the application. The application shows the status of the formation of the ticket.
• If you bought an audio tour without a ticket and want to take it on another day, then you do not need to contact us. The tour will be available to you at any time after purchase.
• If you bought an audio tour with a ticket, but want to change the date of its holding, then changing the order is agreed upon individually.

To cancel or change your order, please contact us in any convenient way indicated below.

Unfortunately no.
Cancellation or change of the order is possible only in some cases before the date of the visit to the museum or the start of the excursion. But do not be discouraged and contact us, we will try to help you and find alternatives.

1.1 It's possible to cancel your tour prior to its download in the application. Once it is downloaded, the cost is non-refundable, while you retain the opportunity to use the audio tour at any time convenient to you.

1.2 If your tour purchase included a museum ticket and you wish to request a refund, we will return the cost of the audio tour after deducting the ticket price. Please reach out to the WeGoTrip Support Team.

2.1 You can initiate a ticket refund before you receive the booking confirmation and tickets via email or in the app. To cancel a ticket, please contact our Support Team.

2.2 The refund will include the full ticket cost if the booking was not registered in the museum's ticketing system. If the booking was registered in the ticketing system, the refund policy follows the museum’s rules.

3.1 If you need to change the museum visit date, reach out to us via the Support page.

3.2 Kindly note that changing the visit date and time depends on ticket availability on the museum's website. We will strive to secure a new ticket for you at your preferred time.

Refunds of the full cost for audio tour and tickets, as well as visit date changes, are possible under the following circumstances:

• Your trip is canceled due to illness or injury.
• New travel requirements in the tour region prevent you from taking the tour.
• Flight cancellation or delay makes it impossible to attend the tour (confirmation from the airport or a photograph/screenshot of the departure board is required).
• A force majeure event occurs at the museum, such as restoration, a strike, or evacuation.

WeGoTrip Support Team will consider other unforeseen circumstances on a case-by-case basis.

We commit to a 100% refund in cases where the company cannot provide the service in full. Examples of such instances include:

• Failure to use the audio tour/ticket due to technical reasons.
• The company's inability to issue a ticket for your chosen visit date and time.
• Discovery of a defective audio tour (interference, sound interruption, automated narration).

If the audio tour didn't meet your expectations, please fill out our feedback form detailing your experience. We'll investigate the matter. Please include your current phone number, email, tour name, and if possible, your order number — this will help us to get back to you faster.

The refund will be returned to the original payment account within 14 days after confirming the refund.

Yes. You need to download it once and then you can go through without an Internet connection.

There is a difference between a museum ticket and a voucher.
The voucher that you received when ordering an excursion with a ticket on the GetYourGuide, Viator websites is not an entrance ticket to the museum.

The museum entrance ticket is only available on the WeGoTrip app. To receive it, you need to follow the invitation link that we sent you to the e-mail or phone number you specified when ordering by SMS.

If you have not received the invitation link by e-mail or SMS, then enter the order number indicated on the voucher in the WeGoTrip application.

Usually, you don't need to print your ticket and voucher You can show your e-ticket when you enter the museum.

Only on rare occasions do some museums require printed tickets. This is additionally indicated by information before paying for the order.

You are most likely showing a voucher, not a ticket. Review the instructions on the voucher for instructions on how to get your ticket. The museum ticket is only available on the WeGoTrip app