Frequently asked questions
Help with trips, payments, participants, gear and your account. Check your booking, order or policy for the terms of a specific purchase.
Trips
Choosing a trip and understanding what is published before checkout.
What can I compare before choosing a trip?
Each published trip can show its itinerary, location, duration, difficulty, available batches, participant requirements, operational notes, and price. The trip detail page is the current source for that trip.
Browse tripsWhy can a trip be visible without an available batch?
A published trip explains the experience, while bookable dates are managed as batches. If no batch is open, you can still review the trip but cannot start checkout for a date that is not available.
Booking and payment
Seat holds, checkout review, and booking records.
How does a seat hold work?
Starting checkout for an available batch creates a temporary hold. The checkout screen shows the hold timing and the acknowledgements required before payment. An expired hold does not complete a booking.
Can I review the trip terms before paying?
Yes. Review the trip version, batch, participant count, price, operational notes, cancellation summary, and any optional insurance disclosure shown in checkout before completing payment.
Where can I find a completed booking?
Signed-in customers can open Account and choose Trips to see their booking records and continue required participant steps.
Open your tripsParticipants
Who is travelling and what must be completed after booking.
When are participant details collected?
Checkout confirms the number of travellers. After booking, the booking detail flow collects the participant information required for that trip, including emergency-contact and other trip-specific fields when applicable.
Can I save participant profiles for later?
Yes. Signed-in customers can manage reusable participant profiles in Account and select the appropriate people when completing a booking.
Manage participantsInsurance
How planned standalone ASC360 adventure insurance will work on Wild'n.
Can I buy insurance without a trip?
Wild'n is preparing standalone ASC360 insurance for eligible adventures, including trips booked elsewhere. Checkout is not live yet.
Does every participant have to select insurance?
Insurance is optional. When checkout is available, choose the travellers who need cover and review the selected ASC360 package terms before payment.
Who provides the cover and handles claims?
ASC360 provides the insurance service, assistance, and claims handling under the package terms. When checkout is available, Wild'n will collect payment and notify ASC360 after a verified successful payment.
Browse ASC360 packagesGear and orders
Shopping, fulfilment, and order records.
What should I check before adding Gear to cart?
Review the product description, available options, current price, seller information, and the selected SKU before adding an item to cart.
Browse GearWhere is product fulfilment shown?
A product order can show its seller order state, shipment events, carrier reference, invoices, cancellations, and return requests as those records become available.
View ordersChanges and refunds
Where to find the terms that apply to a specific purchase.
Which cancellation terms apply to my trip?
Use the cancellation summary shown for the selected trip version and batch during checkout. Your booking record preserves the purchase context; contact support if the record and the displayed terms appear inconsistent.
Read the cancellation pageHow do I request a product return?
Open the product order in Account. When the order is eligible for a return request, the order detail provides the available action and keeps its status with the order record.
Account and support
Access, saved information, and help with a specific record.
Can I add Gear to cart before signing in?
Yes. The cart can be used as a guest. Sign-in may be required later when a purchase needs to be associated with your customer account.
Open cartWhat should I include when contacting support?
Include the email used for your account and the relevant booking, order, or policy reference when available. Do not send passwords or payment credentials.
Contact Wild'n