FAQs

FAQs

Hi, how can we help?

If you have any specific questions on your mind, please use the ‘Contact us’ tab on the previous page and we’ll get back to you in a jiffy. If you have a general query about how to use our app, the following FAQs might help.

[FAQs]

Getting started

Q. How do I find tours on Stroll?

You can browse the available tours in a particular destination by selecting the city in the app welcome screen. You will get a list tours automatically sorted by popularity, with our most-booked tours listed first.

You can then filter down the list by browsing according to seven categories of tours: Like a Local; Music & Dancing; Lifestyle; Food & Drinks; Architecture; History; and First time must-see. You can also sort by tour duration, price range, the languages in which tours are offered wheelchair accessibility.

Booking a tour

Q. Will my payment be secure?

Yes. All your payment information is encrypted through our secure online payment system, securing you against fraud. Our payment partner Stripe is used by thousands of small and large companies and is certified to PCI level 1, the most stringent level of financial certification.

Please note that your credit card will be automatically charged upon booking.

Q. How long after I make a booking will I receive confirmation?

Confirmation will be instant and will appear on your mobile phone screen.

You have access to a recap of your current and past from the ‘Bookings’ section accessible through the Calendar icon at the bottom of the Stroll screen. Your confirmed status will appear on the bottom right hand corner and you can also check details of the tour and departure time and location, as well as see all of your past and upcoming bookings.

Q. How long after I make a booking can I open up a communication channel with my Stroller?

A. Instantly. As soon as your booking is confirmed, you can click on the message icon beside the Stroller’s profile picture to open up a channel of communication through which you can ask them anything about the tour. You can also chat to a specific Stroller before you book a tour!

Q. How do I change information about my reservation after I make a booking?

If you require minor changes to your booking, such as slight alterations to the date/time or type tour, your Stroller will be able to assist. Once you have made a booking, you can automatically open up a channel of communication with your Stroller by clicking on the message icon beside the Stroller’s profile picture and asking them for help in the first instance.

If your booking requires further editing, such as adding/removing participants, please email your request to us at support@gostroll.com.

Q. What do I need to bring with me to my Stroll tour?

You will need to display the confirmation on your mobile device and a valid photo ID for the traveller named on the booking. Bringing a trusty rain-jacket in case the heaven’s open up and some water for hydration purposes is not required but recommended.

If you have any questions, simply ask your Stroller through the ‘Chat’ function.

Reviews

Q. How do reviews work?

Reviews are written by customers who have attended a Stroll tour in the past, and are intended to provide constructive feedback that helps the wider community make informed decisions about what type of tour would best suit their needs.

After your tour, you will receive a push notification on your phone requesting that you kindly leave a personal review of the tour and of the Stroller. Click on the push message to access the review form where you can give an overall rating from 1 to 5 stars, (1 being the lowest, 5 the highest), and leave a comment about your experience.

Although leaving a review is optional, constructive feedback from customers who have been on past tours really does help future potential customers to make an informed decision about what type of tour and Stroller suits them best. Therefore, at Stroll, we genuinely do appreciate your reviews to allow us to provide the best service for all travellers.

Reviews are not limited in word count but must follow Stroll’s review guidelines.

Review guidelines

When writing a review, we kindly ask that you accurately reflect your own experience on a tour. At Stroll, we value freedom of speech, therefore our default position is that we do not censor, edit, or delete any reviews. In certain circumstances, however, we reserve the right to remove a review that is in violation of our content policy. These include, but are not limited to;

• A review that does not represent a customer’s personal experience on Stroll.

• A review that promotes or endorses an illegal activity or violent behaviour or contains language that is deemed profane, obscene, defamatory, racist, sectarian, or in any way discriminatory in nature.

• A review that contains spam, advertisements or links to other websites.

• A review that is intended to harass or damage the tour operator’s reputation.

• A review that contains content that is deemed to violate another person’s or entity’s rights, such as privacy rights and/or intellectual property rights.

• A review that, for whatever reason, a customer contacts Stroll and requests that their review be removed.

Problems and cancellations

Q. There was a problem with my booking.

If you require minor changes to your booking, such as slight alterations to the date/time or type tour, your Stroller will be able to assist. Once you have made a booking, you can automatically open up a channel of communication with your Stroller and ask them for help in the first instance.

If your booking requires further editing, please email your request to us at support @ stroll.com

Q. I can no longer attend and require a cancellation.

We fully understand that a traveller’s plans can change and at Stroll, we seek to be as accommodating as possible.

A 50% refund is available up until one week before the scheduled tour is due to commence. Any cancellations after then cannot be refunded. In order to request a refund, you will need to email the following information to us at support @ stroll.com