ONLINE BOOKING PLATFORM
Is my booking confirmed immediately?
Yes. Your booking is confirmed as soon as it is submitted through the platform. Our team will then review your selected date and preferred time slot. In the rare case that an adjustment is needed, we will contact you with alternative options.
Why are no dates showing as available?
Available dates are only displayed after selecting the corresponding month. If your preferred date is not available, please contact our team and we will do our best to accommodate your request.
What if I have a last minute request?
Each activity has a booking lead time to help avoid availability issues, but last minute requests may still be possible. Please contact our team and we will do our best to accommodate your request.
Can I book for more than 5 guests?
The platform pricing is displayed and charged per party of up to 5 guests. For larger groups, please contact our team and we will be happy to tailor the experience to your clients’ needs.
Can I cancel or modify a booking after submission?
Yes. If you need to modify or cancel a booking, please contact our team as soon as possible.
Please note that modifications and cancellations are subject to our Booking Terms & Conditions. Fees may apply depending on the nature of the change and the timing of the request. A change of date may be treated as a cancellation and rebooking. For full details, please refer to our Terms & Conditions: https://family-twist.com/terms/
What happens if my clients are late or do not show up?
Activities start on time. If your clients arrive late, the tour or experience will proceed as scheduled and no refund can be issued for missed time. A no-show is treated as a last-minute cancellation, the full amount will be charged and no refund will be provided. We strongly recommend allowing plenty of travel time, particularly in busy city centres.
What happens in case of bad weather?
Activities run rain or shine. If your clients choose to cancel due to weather conditions, standard cancellation fees apply and no refund can be issued. In the rare case that Family Twist determines an activity cannot safely proceed due to weather, we will contact you to arrange an alternative date or issue a full refund.
What if Family Twist cancels or significantly changes an activity?
In the unlikely event that we need to cancel or make a significant change to a confirmed booking, we will notify you as soon as possible and offer one of the following options: an alternative date or time slot, a comparable replacement activity, or a full refund. We will always work with you to find the best solution for your clients.
What about delays caused by transport or external factors?
Family Twist cannot be held responsible for delays caused by third-party transport providers, including ferries, trains, or other carriers, or for any circumstances beyond our control. If your clients are travelling to an activity by public or private transport, we recommend factoring in extra time to ensure a smooth arrival.
Is my payment secure?
Yes. All payments are processed through a secure third-party payment provider. Family Twist does not store or have access to your card details at any point during or after the transaction.