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What is a Reminder Email? When do I receive it?

• You will receive an email reminder for your activity five days prior to your scheduled activity. This email is to simply reconfirm that your booking is confirmed and all you need to do is be sure to print out your voucher and enjoy your activity.

• When a booking is made within two days of your departure date, you may only receive a "Booking Confirmation" email informing you that the booking has been completed.

How long will it take before I receive my refund?

Refunds can take 7 to 10 business days for the transaction to reflect back to your credit card statement. A cancellation email is sent to notify you that a refund has been processed.

How can I change or delete the credit/debit card information on my account?

Follow the Credit card information link under the Overview section of Your Account page to change, add or delete credit/debit card information. Please note that in order for a booking to be confirm and to make any booking changes or cancellation requests resulting in an additional charge or refund, you must have a registered credit/debit card on file.

Why did I not receive an email after creating a booking or a new account?

Email confirmations are sent automatically within 10 minutes of creating an account or making a booking. If you have not received a confirmation email, please try the following:

• Check your Spam or Junk Mail folders as their email could have been filtered there. If so, please change your email settings to receive e-mails from veltra.com

• If you are still signed in, check your email address to make sure that it was entered correctly. Click the Your information link located under the Overview section of Your account page to enter the correct email address.

• If you have no success with the above, please contact them by clicking Make an inquiry below. Include your name, registered email address, and phone number.

How can I use points?

You will be given an option to use your accumulated points in the currency you are using at the time of purchase. (i.e. if you have 1,000 USD points, you can use them only when you are purchasing in USD. If you have 1,000 AUD points, you cannot use them toward the purchase in USD.)

How many days do I have to cancel a booking without being charged a cancellation fee or forfeiting a refund?

Depending on the activity provider, you may or may not be charged a fee for cancellation. Find the activity's specific Cancellation Policy on either the activity page or on your issued voucher for details regarding fees and refunds. VELTRA never charges any additional fees for cancellations.

If the activity is canceled due to weather, will I still get a refund?

Most activities cancelled due to weather are fully refundable. However, there are a few activities that incur a cancellation fee and/or service charge for cancellations due to weather.