Help and FAQ

Open a tour, choose a date and the number of people, then confirm and pay. You get a confirmation email with how to join, the time and a calendar file. All your bookings are under My bookings.

Some dates need a minimum group. As soon as enough people have booked, the date is confirmed and we email you. Until then My Account shows "Needs N more travellers by" and the deadline. If the group is still too small 24 hours before the start, the date is cancelled and you get a full refund automatically.

Yes. When you reserve a date, your seats are held for 15 minutes while you confirm and pay, so nobody else can take them.

Booking closes 12 hours before the start unless the guide set a different cut-off for that tour. The booking form only shows dates you can still book.

Yes, with the "Cancel booking" button in My Account, Bookings. How much you get back depends on the policy shown on the tour page: Flexible: Full refund up to 24 hours before the start. Moderate: Full refund up to 3 days before, 50% up to 24 hours before. Strict: Full refund up to 7 days before, no refund after. The refund goes back to your original payment method.

You get a full refund to your original payment method, usually within 5 to 10 business days, and an email explaining why. You can book another date or another guide at no extra cost.

For a live video tour, open the join link in your confirmation email or on the booking in My Account, from a phone, tablet or laptop. Join 5 minutes early and test your sound. For a guide on call, your guide calls the number you gave at booking. Times are shown in the tour city's time zone, with the zone named next to the time.

A device with sound and a steady connection. No flights, no queues: the link opens in your browser or in the app your guide uses, such as Google Meet or Zoom. Groups are small, 12 people at most, so you can ask anything live.

Use "Message the guide" on the booking in My Account. Messages stay on the platform, so both sides are protected. If your guide shares a contact number, you see it close to the date.

Use "Report a problem" on the booking in My Account within 24 hours after the tour ends. The deadline is shown on the booking. We hold the guide's payment while we look into it and reply by email.

Every booking has a numbered receipt that names the guide who provides the tour. Open it from the booking details in My bookings or from the link in your confirmation email.

Where the guide offers it, the booking form shows a private group price, a child price or a family price. The total updates before you pay.

Your account is where you find your join link, cancel, message the guide and report a problem. It is created when you confirm your first booking; we email you a link to set your password.

Write to us through the support form at https://locals-guide.com/support/. We answer every message, usually within one business day.

Apply on the Become a guide page with your details and an ID document (a guide licence if you have one). We check every application and email you. Once approved you can publish live video tours and calls from your dashboard.

A steady connection, a phone or laptop, and your city. Guide from home or from the street with your phone. Add your join link (Google Meet, Zoom, Teams or WhatsApp) to each video date in the Schedule tab; for calls you phone the traveller at the booked time.

A commission of 15% of each booking. There is no sign-up or monthly fee. You get a numbered commission invoice with every payout.

After you mark the tour finished, your earnings are held for 2 days so travellers can report a problem, then they become available. Guides approved in the last 30 days have a hold of 7 days.

In the Wallet tab, once your available balance is at least 50,00 €. Payouts are made in EUR to the IBAN or PayPal address in your payout details. Payouts are sent within 3 business days of your request.

The Wallet tab tells you the reason. Most often your tax details are incomplete (EU law, DAC7, requires your legal name, address, tax number and date of birth or company number), the balance is below the minimum, or you changed your payout details less than 2 days ago.

Each date has a minimum group. When enough people have booked, the date is confirmed. If some people booked but the minimum is not reached 24 hours before the start, the date is cancelled and they are refunded. We email you a few days ahead so you can run it anyway by confirming the date.

In the Schedule tab: one date at a time, or repeat weekly or daily. Enter times in the local time of the tour city; overlapping dates are refused.

Only with a reason. Every traveller gets a full refund and an email. Closer than 2 days to the start, your cancellation goes to our team as a request instead. Cancellations are counted on your profile, so please use them rarely.

Yes. Use "Propose new time" on the date. Every traveller gets an email to accept the new time or cancel with a full refund. The date moves when everyone has answered, or when you confirm the move; travellers who did not accept are refunded in full.

Confirmed dates finish on their own 24 hours after the end, unless a traveller has reported a problem.

Each tour uses one preset and the tour page shows it in plain words. Flexible: Full refund up to 24 hours before the start. Moderate: Full refund up to 3 days before, 50% up to 24 hours before. Strict: Full refund up to 7 days before, no refund after. When a traveller cancels, the part that is not refunded stays with you as a cancellation fee.

Yes. Your tour stays online while the change is checked. Text edits go live on their own after a short delay; price and other sensitive edits wait for our approval.

Use the support form at https://locals-guide.com/support/. For a booking, write from the booking so we see the details.