Welcome to the Help Center

To help you plan your next trip and make the most of it, we offer some recommendations and advice on your destination, such as:

• Places to see
• Things to do
• Travel inspiration

You can save activities that particularly interest you in your favorites, so you can easily find them later. Simply click on the heart icon on the activity page or map. You can access your favorites by clicking on the heart icon at the top of our site.

When you book an experience on Djerba Guide, it's important that you know exactly what is included or not. Here's how to easily find this information:

What is included in the activity?

To know exactly what is included in your activity, go to the activity page on the website or app. Check the section titled "Included". Included items are marked with a green checkmark. These are usually items such as:

• Food and drinks: are meals or drinks provided?
• Entrance tickets: is entrance to attractions included?
• Guide: will there be a guide?
• Transportation: are transfers included in the activity?

What is not included?

To know what is not included in your activity, check the items preceded by a red cross in the "Included" section. Knowing what is not included will help you better organize, especially regarding:

• Food and drinks
• Personal expenses
• Optional tips

To know precisely how the activity will unfold, including included stops and highlights, check the "Full Description" of the activity.

If you have already booked your activity and have questions that the activity description does not answer, contact the activity organizer directly. You will find their contact information on your voucher and on the booking page in the Djerba Guide app.

To know how long an activity lasts, go to its page and check the "About this activity" section. The duration of the activity is indicated there. It includes travel time if this is included in the activity.

Types of activities

• Fixed schedule activities: some activities (guided tours, excursions, etc.) have a fixed duration with specific start and/or end times.
• Flexible schedule activities: some activities (hop-on hop-off tours...) do not have a fixed duration but a validity period. This indicates the deadline within which you can use your ticket.

If you have chosen a time-stamped entry activity, you will find more information in the "Good to know" section or on your ticket/voucher.

To know what time your activity starts or to know the opening hours:

• Open the activity page and select a date
• Click on "Check availability" to see the start times or operating hours of the activity

If you have already made your booking, all these details, including start time and duration, will also appear on your Djerba Guide voucher.

Before booking an activity on Djerba Guide, it is important that you are aware of the conditions and restrictions that may apply. To know what to bring and understand if the activity is suitable for your needs, check the "Important Information" section on the activity page:

• What to bring: list of items necessary or recommended for the smooth running of the activity
• Forbidden on site: list of items, clothing or behaviors prohibited during the activity
• Cannot participate: list of people who cannot participate in the activity, such as people of a certain age, pregnant women or people suffering from certain health problems
• About this activity: if the "Wheelchair accessible" icon is present, it means that people using a wheelchair can participate in the activity. If this icon is absent, the activity is not suitable for wheelchair users.

You will also find other information in the "Good to know" section.

If you cannot find the information you need and you have already made your booking, contact the activity organizer. You will find their contact information on your voucher and on your booking page in the Djerba Guide app.

In the case of group tours, the activity organizer decides the group size. Some organizers indicate the group size in the "About this activity" section on the activity page or in the information related to the options, visible after checking availability.

If you cannot find the information you need and you have already made your booking, contact the activity organizer. You will find their contact information on your voucher and on your booking page in the Djerba Guide app.

To know if food and/or drinks are included in your activity, check the "Included" or "Excluded" section of the activity page.

Some activities offer lunch or dinner as an option. In these cases, you can either select the meal before placing the activity in your cart, or add it as a supplement at the time of payment.

If you have dietary restrictions (vegetarian or vegan diet, gluten intolerance, etc.) and you could not mention them during booking, or if you have questions about this, contact the activity organizer. You will find their contact information on your voucher and on your booking page in the Djerba Guide app.

Activities are confirmed instantly. You therefore receive your voucher by email directly after purchase. This voucher is sent via the address do-not-reply@djerbaguide.com. So remember to check your spam in case our email has been redirected there by mistake. If you have a Djerba Guide account, you can also access your voucher directly from the bookings page, on the website or app.

If the email address you provided when booking is incorrect or if you cannot access your voucher, contact us via the form below. If you need immediate assistance, do not hesitate to call us or use our chat. You will find our contact details at the bottom of this page.

If an activity is canceled by the provider, a report email will be sent to you directly by the provider of your booking. If you confirm your presence on this date, your booking will be maintained. Otherwise, your booking will be directly refundable and your money will be refunded within 3 to 5 business days.

Refund Requests

If you cancel your booking in accordance with the cancellation conditions, you will automatically receive a refund. The amount should appear on the account used to book the activity within 3 to 5 business days.

If your booking does not go as planned or if your experience is not satisfactory and you wish to request a refund, use the form below to indicate the reason(s). This type of refund request is evaluated on a case-by-case basis.

In the unlikely event that the activity organizer cancels your booking, you will be entitled to a full refund. If we have sent you a cancellation confirmation by email, you will automatically receive a refund. The amount should appear on the account used to book the activity within 3 to 5 business days.

If the activity organizer has communicated the cancellation to you directly, but you have not received an email from us confirming it, contact us via the form below.