Popular Questions

For Users/Attendees

How is the price determined for each tour?

The total cost (per person) listed for each tour on LUQL is determined by the Guide who has created it and will be guiding it. Note that the cost (per person) is all-inclusive and you as an attendee/tourist will not be required to pay or be charged any additional amount unless otherwise agreed upon prior.

Cost (per person) covers everything that is associated with the specified tour such as:

Other costs that may be included:

Note: If you ever need clarification on whether a certain item or service is included in the tour you have booked or interested in booking, definitely don’t hesitate to contact the Guide via our in-app messenger to ask!

Do I get a full refund if I cancel?

Tourists are free to select and book any tours/experiences on the LUQL platform prior to payment. Once a tour/experience is confirmed by a tourist, any fees paid are non-refundable except as set forth below:

Tourist cancels: LUQL will endeavor to refund Tourist the fees paid for any Itinerary items that have not yet been booked, (may) minus the Service Fee. Fees for Itinerary items that have already been booked are non-refundable.

Guide cancels: Whenever possible LUQL will connect the Tourist to an alternate Guide who can fulfill request. If not, LUQL will refund the Total Fees for such booking to the applicable Tourist within a commercially reasonable time of the cancellation.

Cancellation due to outside factors: Certain Tours/Experiences may depend on factors outside either party’s control, such as weather (“Outside Factors”). The Guide has the discretion as to whether Outside Factors will prevent the Tour/Experience from taking place. As a Guide, if you need to cancel a Tour/Experience due to Outside Factors, you must contact the Tourist and LUQL (at support@luql.io) as early as possible. Subject to the Tourist’s consent, the Guide and the Tourist may choose to reschedule the Tour/Experience for another date. If the Tour/Experience cannot be rescheduled, the Tourist should contact LUQL so we may assist in finding a replacement Tour/Experience. For clarity, in the event the alternative Tour/Experience is of a higher price than the former, you may be responsible for any difference in price. In the event the alternative Tour/Experience is of a lower price, you may be entitled to a partial refund for the difference. As a Tourist, if you have contacted LUQL as provided above and LUQL is unable to find you a replacement Tour/Experience, LUQL may refund the Total Fees for such booking to the applicable Tourist within a commercially reasonable time of the cancellation.

What is LUQL’s Tourist Refund Policy?

Refer to luql.io/refunds.

How do I cancel my reservation?

We currently require all cancellations and modifications to be done via our support email (support@luql.io). This is to guarantee that both our users and our guides whom has scheduled their trip and their day for the tours that all parties did their utmost best to fulfill the reservation.

Justified Circumstances:

We know that there will be times where circumstances may be out of the user’s or guide’s control which can affect the booked tours.

In rare cases, if LUQL determines that a Tourist’s/Attendee’s reason for cancellation falls within LUQL’s Justified Circumstances Policy, LUQL may override the Guide’s Cancellation Policy and make refund decisions. If LUQL determines that a Guide’s reason for cancellation falls within LUQL’s Justified Circumstances Policy, LUQL may waive the Guide cancellation penalties outlined in LUQL’s Terms of Service.

What might be covered?

Valid Justified Circumstances include:

If you need to make a claim:

Claims can only be considered after a reservation has been canceled. Once you have informed your host or guest and canceled a reservation, if you feel that your reason for cancellation is covered by LUQL’s Justified Circumstances Policy, contact LUQL for consideration. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.

What happens if my Guide cancels my reservation?

If a Guide cancels a booked tour, LUQL will do the best to find the attendees an alternative. If the alternative costs more than the originally booked tour, the attendee may be required to pay the difference. If the alternative costs less than the originally booked tour, the attendee will be refunded the difference.

Guides who cancel a tour without a justified reason (covered under LUQL’s Justified Circumstances Policy) will be penalized. Note that a Guide who does not cancel a tour in a reasonable amount of time and/or simply does not show up during the booked tour meetup time will be heavily penalized.

Don’t hesitate to contact us anytime if you have any questions about our cancellation policy!

How do I handle a disagreement with my Guide after a tour?

After a tour, if there is any disagreements in regards to the tour, reviews, and/or anything else, please contact support@luql.io the situation and our support team will do our best to access the circumstances and mediate a solution.

Can I pay with any currency?

All prices listed in each tour is in the currency where the tour is being held. You can pay with any valid credit cards but will be charged the conversation rate as well as the currency exchange fee according to Stripe.

Who handles my credit card information?

We work with a verified and licensed 3rd party payment company called Stripe (stripe.com) to securely and successfully complete transactions between users (Guides and Tourists/Attendees) and LUQL.

For Guides

How do I cancel a booked tour as a Guide?

We currently require all cancellations and modifications to be done via our support email (support@luql.io). This is to guarantee that both our users and our guides whom has scheduled their trip and their day for the tours that all parties did their utmost best to fulfill the reservation.

Guides who cancel a tour without a justified reason (covered under LUQL’s Justified Circumstances Policy) will be penalized. Note that a Guide who does not cancel a tour in a reasonable amount of time and/or simply does not show up during the booked tour meetup time will be heavily penalized.

Don’t hesitate to contact us anytime if you have any questions about our cancellation policy!

Can I make sure there is a minimum number of attendees that can book my tour?

Currently, we do not enable Guides to set a minimum amount of attendees for their tour.

With that said, we understand that for certain tours some Guides will require a minimum amount of attendees to operate on a good price. LUQL is working on additional features that will roll out momentarily that will allow Guides to set specific prices based on the number of bookings purchased (example: 1 seat = $30 & 2 seat = $50).

Note: Users typically book a minimum of 2 seats/spots. Although a Tourist/Attendee booking 1 seat/spot is still an option, the chances are quite slim.

What is LUQL’s Refund Policy?

Refer to luql.io/refunds.

What happens if the Attendee/Tourist cancels my booked tour?

Tourist cancels: LUQL will endeavor to refund Tourist the fees paid for any Itinerary items that have not yet been booked, (may) minus the Service Fee. Fees for Itinerary items that have already been booked are non-refundable.

Refer to luql.io/refunds for more information.

How do I handle a disagreement with my Attendee/Tourist after a tour?

After a tour, if there is any disagreements in regards to the tour, reviews, and/or anything else, please contact support@luql.io the situation and our support team will do our best to access the circumstances and mediate a solution.

How do I edit my tour details after it is live?

To edit, click on your specific tour that you want to edit then click on the top right button (3 vertical dots). Edit tour pop up will appear - click on it.

Guides can edit everything right now except your destinations/itinerary. To make those edits, we currently require Guides to email us at support@luql.io. Don’t worry, we have real people on the other end of the email and will work with you to get it update as soon as possible.

How do I get to be on the front page of the Discovery screen?

If you think your tour should get a chance to get featured at the front of the LUQL app/site, shoot us an email at admin@luql.io and tell us why. We know you’re awesome but we just want to know why your tour is.

What mode of transportation can I use in my tour?

Depending on your tour, you can use any mode of transportation that is accessible to you as long as they are dependable, legally insured, and people-friendly (i.e. clean).

Here are some popular modes of transportation that Guides may use to run their tour:

How many different tours can I create?

LUQL Guides can create as many tours they deem necessary as long as the booked tour dates don’t conflict.

We encourage our new Guides to create a minimum of 3 different tours to gauge user interest and increase the chances of booking.

What are considered in the Justified Circumstances Policy?

We know that there will be times where circumstances may be out of the user’s or guide’s control which can affect the booked tours.

In rare cases, if LUQL determines that a Tourist’s/Attendee’s reason for cancellation falls within LUQL’s Justified Circumstances Policy, LUQL may override the Guide’s Cancellation Policy and make refund decisions. If LUQL determines that a Guide’s reason for cancellation falls within LUQL’s Justified Circumstances Policy, LUQL may waive the Guide cancellation penalties outlined in LUQL’s Terms of Service.

What might be covered?

Valid Justified Circumstances include:

If you need to make a claim:

Claims can only be considered after a reservation has been canceled. Once you have informed your host or guest and canceled a reservation, if you feel that your reason for cancellation is covered by LUQL’s Justified Circumstances Policy, contact LUQL for consideration. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.

What are the Guide penalties for cancellations, misbehaviour, etc.?

LUQL does their best to make sure that every active Guide is responsible and ethical. Guides are their own boss so they are expected to do their utmost best to fulfill their responsibilities and put their best foot forward when guiding their tours.

To ensure that Guides on LUQL are held accountable and provide awesome experiences, there are a few penalties that have been implemented.

Guide Penalties:

Note: The Guide penalties are not listed in any specific order. The Guide penalties will be enforced according to the the specific Guide circumstances and situation.

How much should I charge?

Since the Guide is responsible for creating their tour itinerary, LUQL believes that it is only fair for the Guide to also determine the price (per person) to charge. What LUQL asks of their Guides is to price the tours at a price where they find reasonable and makes sense for others to want to book.

Here’s some tips:

Note that these prices are not account for tours such as food tours and photography tours where it can be relatively resource and time heavy. They should be priced at an affordable and reasonable price.

Don’t worry, we’ll have more guidelines for pricing soon!

When will I get my payout?

LUQL will release the payouts via third party payment company Stripe to the Guide’s connected bank account 24 - 48 hours prior to the start time of the booked tour. Depending on the country and the bank of the Guide, payout times may fluctuate.

Keep in mind that when LUQL releases the payouts to the Guide’s connected bank account, the amount might not show up right away. This is because after LUQL transfers the payouts to a Guide’s connected bank account, the bank may have their own processes to verify the transaction which might take a few more days.

It is important for the Guide to have a sufficient amount of resources to host the tour prior to the payout since payouts will most likely not enter the Guide’s bank account a few days after the tour has been completed.

If you have a question or need any help regarding payouts, definitely email us at support@luql.io. We’re here to help!