FAQ

Do you offer cancellation protection?

Yes, you can add cancellation protection to any ticket order at the time of booking. (You are not allowed to add the protection afterward). The protection provides full coverage on that specific order should you have any accident or if you, or a member of your travelling party or any of your closest relatives fall ill. Kindly note that a medical certificate is required in order to make a claim. You will find complete details about the cancellation protection in your shopping cart and in our full Terms & Conditions.

Are there discounts for children, students or seniors?

We do not offer student-specific discounts– but for sightseeing and guided tours there are often discounted tickets for children, and in some cases for seniors as well. If there are special rates available for children or seniors, you will see them after selecting a specific date for your product. Remember to double-check the age requirement when booking multiple products, as age requirements may vary by product.

What does it mean that the tour starts at my hotel?

Please note that for some of our events and tours, you will be picked up at your hotel. This service is included in the price if your hotel is centrally located in the city. You need to be ready at your hotel’s lobby 15 minutes before pick-up time.

When will I receive my tickets?

All your e-tickets will be sent to your email address shortly after your reservation is confirmed and payment is finalized. Please read all of the information on your e-tickets carefully.

What does it mean when my tickets are on request?

Typically, all tickets purchased through Ticmate are automatically confirmed at time of payment. However, some special events require special handling to confirm directly with the venue or local agent. We refer to these orders as “on request”, and this exception, if it relates to the product you are interested in, will be clearly -mail noted on the product page. “On request” orders are typically responded to within 48 hours, though it may take longer over a weekend or holiday period. As soon as your order is confirmed by the venue/agent, we will automatically send the voucher or e-tickets to the email address supplied and finalize the payment. Should it not be possible to confirm your tickets, we will inform you via email, and release the amount previously held on your credit card.

Can I contact a real person for help?

Of course! Please contact us at helpdesk@ticmate.com, or by phone at 1-800-325-1964. Please note that order confirmation emails are issued from a “no-reply” email address. Our US office hours are from 9:00 AM to 5:00 PM EST Monday thru Friday. Urgent after-hour emails are responded to promptly.