Question 1

How do I book a tour?

Accepted Answer

Choose a tour from our catalog, fill in your details (name, email, phone, group size), pick your meeting location, and pay securely with card, Apple Pay, or Google Pay. A guide will be assigned to you within minutes.

Question 2

What payment methods do you accept?

Accepted Answer

We accept all major credit/debit cards, Apple Pay, and Google Pay. All payments are processed securely through Stripe in Mexican Pesos (MXN).

Question 3

Do you offer promo codes or discounts?

Accepted Answer

Yes! Enter your promo code on the payment page before completing your purchase. The discount will be applied automatically. Follow us on social media for exclusive offers.

Question 4

Can I book for a group?

Accepted Answer

Absolutely! Select the number of people in your group when booking. You can also share a join link with friends so they can add themselves to your tour and split the cost.

Question 5

Can I schedule a tour in advance?

Accepted Answer

Yes! On the booking form you can choose to schedule a tour for a future date and time, up to 60 days in advance. We will try to match you with an available guide.

Question 6

What should I expect when my tour starts?

Accepted Answer

After booking, a local guide will be assigned and head to your location. You will see their live location on a map. Once they arrive, they will start the tour and you can communicate via in-app chat.

Question 7

How do I meet my guide?

Accepted Answer

Your guide will come to the meeting point you selected during booking. You will see their name, photo, and live location on the map. Use the chat feature if you need to coordinate.

Question 8

What if I have an emergency during the tour?

Accepted Answer

Use the SOS button available on the active tour screen. This will immediately alert our operations team. You can also contact us via WhatsApp at +52 56 2832 6689.

Question 9

Can I share my live location with someone?

Accepted Answer

Yes! During an active tour, tap the "Share Live Location" button. This generates a link that anyone can open to see your tour progress in real time on a map.

Question 10

How do I leave a review?

Accepted Answer

After your tour ends, you will be prompted to rate your guide (1-5 stars) and leave a comment. Reviews help other tourists and help us maintain quality.

Question 11

Can I tip my guide?

Accepted Answer

Yes! After leaving a review, you can add a tip of $50, $100, or $200 MXN. Tips go directly to your guide and are greatly appreciated.

Question 12

How do I get a receipt?

Accepted Answer

A confirmation email is sent to the email address you provided when booking. It includes your tour details and payment amount. Check your spam folder if you do not see it.

Question 13

How do I report a problem?

Accepted Answer

Go to your booking history or the tour complete screen and tap "Report a Problem". Select the issue type and describe what happened. Our team will review it within 24 hours.

Question 14

What is your cancellation policy?

Accepted Answer

On-demand tours: you have a 2-minute grace period after booking for a full refund. After that, no refund is available once a guide has been assigned. If no guide is found, you receive a full automatic refund. Scheduled tours: free cancellation up to 24 hours before. 50% refund within 24 hours. No refund after the tour starts.

Question 15

How do I cancel a booking?

Accepted Answer

You can cancel from the matched or active tour screen by tapping the "Cancel Tour" button. If eligible, your refund will be processed automatically.

Question 16

How long do refunds take?

Accepted Answer

Refunds are processed immediately through Stripe. Depending on your bank, it may take 3-10 business days to appear on your statement.

Question 17

How do I view my past bookings?

Accepted Answer

Go to "My Bookings" from the home page footer or the tour complete screen. Enter the email you used for booking. We will send you a verification code to access your history.

Question 18

I lost my session. How do I recover my active tour?

Accepted Answer

If you close the browser during a tour, visit our site and you will be automatically reconnected to your active tour if one exists. You can also use the recover feature from the booking page.

Question 19

Do I need to create an account?

Accepted Answer

No! Chill N' Go uses guest checkout. Just provide your name, email, and phone number when booking. No passwords or accounts needed.

Help Center