Have questions? We're here to help. Check our FAQ or send us a message.
Frequently Asked Questions
Guides will take up to 24 hours to respond to your booking request. You will be informed as soon as the guide responds.
If a guide marks your request as unavailable, or does not respond within 24 hours, you can chat with them to explore alternative dates, or submit a new request with adjusted preferences. You can also browse other guides on VELO who offer similar experiences in the same area.
You can cancel a confirmed booking from your My Bookings page. Any refund you receive will be determined by the cancellation and refund policy set by the guide, which is displayed in the experience details.
VELO accepts all major credit and debit cards (Visa, Mastercard, American Express). For any booking made more than 3 months in advance, the funds will be automatically charged 3 months prior to your travel date.
Yes. Once a booking request is submitted, a direct message thread opens between you and your guide through the VELO inbox. You can use it to discuss preferences, ask questions, share special requests, or coordinate logistics before the day of your tour.
All payments on VELO are processed through Stripe, a reliable and secure payment processor. We never store your full card details on our servers.
Our customer support team is available from 9:00 AM to 5:00 PM Calgary time (MDT), Monday through Saturday. If you contact us by email, please allow 1–3 business days for a response.