Pickup time

You will receive exact departure time in notifications maximum 24 and minimum 8 hours before the activity starts.

Why so late?

Departure times that you see while booking are approximate. Final departure times for excursion can vary depending on the operations volume. Some suppliers accept bookings till late hours and that affects departure operation as well. For example, tomorrow's final list consist of 4 hotels. Sometimes these 4 hotels can be located near to each other or within 20 minutes drive distance. Taking in consideration that supplier accepts bookings till 6 pm, final list will be formed at 6 pm. After this time only supplier can plan departure and inform customers.

How you manage delays?

Unfortunately delays can happen due to several reasons such as delay from customers side, heavy traffic etc. Our suppliers have administration panel from where they manage most of the operational issues easily. If such a delay happens you receive message from supplier about the delay.

Please bear in mind that you should have internet connection to receive delay information in your ivi app.

Our operation team and customer support follow operation 24 hours and 7 days a week. You can always contact us through in-app chat and receive your answer instantly if something goes wrong with your booking.

Booking confirmation

After successful payment your booking will appear in "My Bookings" section of your app. You can view payment and meeting point details in your booking summary.

Mobile voucher

You can view and download your activity voucher in "My bookings" section of your app. We recommend you to download your voucher since you will not be able to use app if there is no connection.

Booking in advance

Please keep in mind if you're booking your activity several months in advance that some activities can change date and program. If that happens we will let you know by sending notification through ivi app. You will not be charged if price goes up. We will offer you discount on your next booking if price goes down. If modification is not going along with your plan, you will be give option to cancel for free.

Custom booking

ivi Tours can organize custom requests like group bookings. Use ivi in-app Chat Support to describe your needs. Not all activities can be customized.

Cancellation deadline

Most of the activities can be cancelled 24 hours before the start of the activity. You'll find information regarding your booking's cancellation policy on activity page.

Cancellation confirmation

After clicking on "Cancel" button you will be notified with popup message about the status of your refund. Your cancellation can be viewed in "My bookings"

Payment issues

Please double check that you've entered your details correctly and try again. If your purchase still can't be completed, please try a different payment method or contact your bank.

Feel free to chat with us if you have any questions about making a payment with ivi Tours app.

Refund information

Refunds can take from 1 to 7 business days. However, some banks have different processing times.


You can find activity duration on the activity's page under the "Program" section.


Each activity page features an availability calendar.

What do the colors in calendar mean?

You can book your chosen activity on dates marked blue. Number on bottom of the date shows quota left. No number means there are more than 10 bookings still available.

Still have questions?

Please contact us through ivi Chat Support and we will reply you instantly.