Frequently asked questions
If your question is not here, email us and we will answer it.
Booking a tour
How do I book?
Choose a tour, pick a date and time that is open, and pay by card. Some operators also let you pay cash on the day — the listing says so before you book.
Is my booking confirmed straight away?
Yes. You get a confirmation email immediately with the time, the meeting point, directions and anything the operator wants you to know in advance.
Can I cancel?
Cancel at least 12 hours before the start time for a full refund or a reschedule. Inside 12 hours, or if you do not turn up, the booking is not refunded.
Are tours run in Spanish?
The whole site, the checkout and your confirmation are available in English and Spanish. The language each departure is run in is shown on the listing, so check that before booking.
What is the Viazo Pass?
A free pass that gets you at least 10% off at cafés, bars, shops and attractions across the Viazo Marketplace. There is nothing to pay and it does not expire. When you are inside one of them you check in on your phone, or ask staff to scan you, and a discount code for that shop appears. Each code works once — come back and you get a new one.
Can I leave my bags somewhere?
Yes. We work with Bounce, who have hundreds of locations across London, and we show you the nearest one to your meeting point.
Listing your tours on Viazo
What does it cost?
10% of the booking value, or £2.00, whichever is higher. There is no joining fee, no monthly fee and no charge for holding a listing.
Is the commission added to my price?
No. The guest pays the price you set. The commission is deducted from the booking value, so a £25.00 ticket pays you £22.50.
Who pays the card processing fees?
We do, out of our commission. What you receive does not change with how the guest pays or where their card was issued.
Is VAT charged on the commission?
No. Viazo Ltd is not registered for VAT, so the figures above are final rather than exclusive. You remain the supplier of record to the guest, so VAT on the ticket price is yours to account for in the normal way.
When am I paid?
Earnings transfer to your Stripe account when the guest pays, and Stripe pays out to your bank on its usual schedule. The payouts screen shows every booking with the commission and the amount paid to you.
Do I have to sell everything through Viazo?
No. You choose which dates and times are open. Plenty of operators start with the midweek or shoulder-season sessions they would struggle to fill anyway.
Can I keep my existing booking system?
Yes. We can usually connect to it so the same seat is never sold twice, or export Viazo bookings into your calendar. What is possible depends on what your system allows — tell us what you use.
What if I need to stop taking bookings?
Pause a tour and it stops being bookable across the whole site immediately. Nothing is bookable unless you have opened it in the first place.
Can you write the listing for me?
Yes. We will draft it from your website and send it to your dashboard. It stays private and unpublished until you have read it, and you can edit anything or ask us to change it.
