FAQ

Can I book more than one tour, ticket or activity?

You may book any number of tours, tickets or activities available on our website. Each tour, ticket or activity must be booked separately, as each of them requires a separate confirmation, voucher and credit card transaction.

 

Can you check availability for me?

In most cases Mad About London has to check availability with the travel service provider to receive confirmation within 12-48 hours. Availability cannot be automatically checked prior to processing your booking.

 

Are there discounts for booking more than one tour?

Mad About London uses the services of over 100 travel providers in London and each booking is made separately with each travel provider. Therefore, Mad About London cannot offer discounts for multiple bookings.

 

I keep getting a credit card error whilst trying to book, what do I do?

The Mad About London booking process is completely automated and all credit card transactions are 100% secure. If your payment card is generating a consistent error, verify that your card has not expired and you have enough funds on your account. You may also contact the credit card issuer to confirm your monthly spending limit has not been exceeded. Otherwise, we recommend you complete the booking using a different credit card. For further assistance contact our Customer Service.

 

I am receiving an error message

There could be many reasons for this and you will usually get an explanation of an error on the page. If the source of error is unclear please contact our Customer Service, with details of the page you were on and the error message you received.

 

Is my credit card safe?

Mad About London  uses the Secure Sockets Layer (“SSL”) supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet very secure. Further more, we don’t store your credit card details, and we never have access to your card details. All transactions are securely managed or partners  PayPal and BrainTree (a PayPal company).

 

Is “Thank you for your order” email a confirmation of my tickets?

You will receive “Thank you for your order” email immediately after your booking has been registered on our system. Please note that this email is not a ticket and does not confirm ticket availability. This email confirms that we received your order. You  should read through this email and check that all the details of your order are correct. You will receive a separate email with your voucher.

 

When do I receive my tickets?

Most tours, tickets and activities will be confirmed within 12-48 hours. If confirmation is not received within 48 hours, please contact Mad About London Customer Service for further assistance.

 

What do I do with the voucher?

When your ticket availability is confirmed you will receive your voucher by email. You should always print and bring a paper copy of your voucher. This voucher is unique to your booking and is your proof of purchase. It must be presented together with valid photo ID upon commencement of your selected tour, or used to redeem your ticket.

 

It has been 48 hours since I booked and I have not received my tickets.

Confirmations sometimes take a little longer than 48 hours, especially over weekends and holidays. Mad About London will do everything possible to secure a confirmation. Please note that your credit card will not be charged until your booking is confirmed.

 

Some of the passengers (or children) do not have photo ID.

Not all passengers require photo ID upon departure. The main passenger in the booking will definitely require a passport, or other valid photo ID, as identification in order to redeem their voucher.

 

I need to make a correction to the names, titles, ages in the booking and get a new voucher.

Unless the correction is of a different lead traveler in a booking, there is no need to reissue vouchers for other corrections. If you have misspelt a name, not entered a title correctly or mismatched the ages with the travelers, you can send the Mad About London Customer Service team an email and we will make a note in the booking. Vouchers will not be reissued for these changes.

 

Where is the meeting point for my tour?

The meeting point can be found on the Venue page and in the confirmation email which includes your voucher.

 

What are the cancellation rules for my booking?

This information can be found on the Venue information page. If you decide to proceed with the cancellation request, please contact Mad About London Customer Service with your current booking number and specific details of your request, and we will be able to advise of any cancellation charges.

I requested a refund. When will I get my money back on my account?

It takes up to 30 days for the funds to be deposited back to your account. If after a 30-day period you have not received your money please contact our Customer Service and we will investigate this matter as a matter of urgency.

Can I change/amend my booking?

It may be possible to amend your booking, however this depends upon the type of amendment required and is at the discretion of the travel service provider. Contact Mad About London Customer Service with your current booking number and specific details of your amendment, and we will be able to advise if the change/amendment is possible. Please select your tour carefully, as not all travel service providers will accept changes/amendments once you have received confirmation of your booking.

 

I have not received a reply to my emails

Some email internet providers can mark general booking emails such as those sent from Mad About London as “spam” – please check your spam folder for previous email replies. If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a “spam” folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.