Help Center for travellers

ABOUT WETUKS

Wetuks – An Introduction

Wetuks offers private insightful tours led by a choice of guides in electric tuk-tuks.

From this selection of expert locals, Wetuks enables you to easily pick out the most suitable, according to their spoken languages, reviews, and number of seats in the vehicle.

Why with Wetuks?

Expert Locals - Wetuks grants you the unique opportunity of scheduling a pickup by your chosen local guide in a zero-emission tuk-tuk. These carefully selected local experts will lead you on private tours that go beyond the usual superficial approach and that aim for a much deeper and rewarding experience. They are professional, passionate, and distinctly knowledgeable. Supported by our on-going coaching they act as the keys that will unveil Lisbon´s hidden gems to you, while offering the essential insight to perceive the subtle local ethos.

Curated Tours - Wetuks has developed curated tours that go beyond the usual superficial approach and that aim for a much deeper experience. This was done with the assistance of specialists in different areas, from History and Gastronomy to Architecture and Street Art; and of course, with the great drive for excellence in customer service that defines our selected guides!

WETUKS CUSTOMER SERVICE

Wetuks Customer Service Department - Contact Us

Need assistance with your booking?
Please call us here: +351 913 792 601

We are happy to help you:
Monday - Friday: 10.00 - 16.30 (GMT)
Saturday - Sunday 10.00 - 16.30 (GMT)
Or send us an e-mail to help@wetuks.com

Thank you!

SAFETY AND RELIABILITY

Coronavirus information

Regarding the coronavirus outbreak (COVID-19)

Considering the health and safety risks posed by COVID-19, we advise you to check with the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), or local government authorities for information about the scale in Portugal of the global health crisis.

Wetuks Guide selection

Before we establish a partnership with a guide, we first conduct an in-depth interview and ask for references from already signed in guides. We only accept professional guides that meet Wetuks high standards. In addition, we also provide on-going coaching after we have established the partnership with the guide.

Every time a tour is made, the customer is encouraged to leave an honest review of the experience with the guide. For fellow travellers, reviews are reassuring and for Wetuks they act as quality assurance.

Customer expectations

If you feel a tour was not up to your standards, or you feel there’s room for improvement regarding your guide’s performance, please do contact us at improve@wetuks.com

Wetuks values your opinion on how to improve and will do its best to make it up to you.

Are guides on Wetuks licensed and insured?

While a tourism operator, every Tuk-tuk owner is responsible for obtaining the mandatory insurances and licences to offer their services to customers. The validity of these are subject to regular control by the governmental authorities.

Wetuks is a marketplace where demand (travellers) meets supply (local guides providing tuk-tuk tours).

By making a reservation through our platform, travellers enter a direct contractual relationship with the tour company or private guide with whom they make a reservation.

From the point when the booking is made, Wetuks acts solely as an intermediary between the traveller and the tour company or private guide.

Wetuks is not a party to any agreement between the traveller and the tour company or private guide and is not liable for any (attributable) failure to perform or other damages arising out of this relationship.

Wetuks is committed to maintaining your privacy and to protect the information you share with us. Wetuks gathers certain types of information about you as part of our operations.

This Privacy Policy explains the types of information we gather, what we do with it and how you may correct or change that information.

BOOKING A TOUR

How do I book a tour on Wetuks?

That´s easy!

Just follow these steps!

On the website:

Choose one of the tours that appeal to you.

Select the date, starting time and number of passengers.

Find a guide that you like considering the languages spoken, reviews, and short presentation!

Fill in your contact form.

Click “Secure Checkout”. You will not be charged until the guide confirms their availability.

If you have a promo code apply it before completing the payment.

How do I pay for my Booking?

To book a tour you will only be asked to pay a fraction of the total cost online, and the remaining amount is to be paid to the guide on the date of the tour. Your online partial payment is only processed if and when your guide confirms the booking.

The checkout page shows different payment method, select your preferred one and click on “Secure Checkout”.

Please keep in mind that at the time of the tour you will be asked to pay the remaining amount directly to your guide.

How does the booking confirmation process work?

Bookings are subject to the guide confirmation based on their own availability, or on the availability of tickets, when relevant.

Once the booking request is sent you will receive a confirmation email of the request.

The selected guide will confirm or decline the booking within a 24-hour period.

You will receive an email with the outcome as soon as the guide replies to the request.

Confirmed - the booking is confirmed, and the tour will take place under the established date and time. Your partial payment is only now processed.

Declined - the guide of your choice is not available for your booking request. That means that your partial payment will not be processed and so there will be no payment to be refunded.

What if my booking request is declined?

Your chosen guide will confirm or decline the booking within a 24-hour period.

In case the booking gets confirmed, just prepare yourself to enjoy a wonderful tour. Your online partial payment is now processed.

If the guide is not available your partial payment will not be processed and so there will be no payment to be refunded.

We kindly invite you to try a different date or to choose a different guide.

CONTACTING A GUIDE

Can I phone my guide after booking a tour?

24 hours before the tour, an exchange of telephone numbers takes place through emails sent to you and your guide. Guides are always glad to assist customers on any issue.

Wetuks can be reached out at any time via email or telephone on office hours.

The guide has not replied to my inquiry.

We expect our guides to reply within 24 hours to every traveller inquiry. If it has been more than 24 hours, please contact our Customer Service Department for assistance by sending an email to help@wetuks.com or feel free to call us, we are here to help.

MY BOOKING

I have special needs for my tour. What do I need to do?

The best thing to do is to inform your guide about any special needs or requirements in the extra info box while booking. With this information, your guide can make sure to adapt the tour according to your needs!

PAYMENT

My guide is asking for more money, what should I do?

To book a tour on Wetuks you will only be asked to pay a fraction of the total cost online, and the remaining amount to the guide on the date of the tour.

At the tour you will be asked to pay the remaining amount directly to your guide.

What kind of payment options do you offer?

To book a tour you will only be asked to pay a fraction of the total cost online, and the remaining amount to the guide on the date of the tour.

Your online partial payment is only processed if and when your guide confirms the booking.

The checkout page shows different payment methods, select your preferred one and click on “Secure Checkout”.

Please keep in mind that at the tour you will be asked to pay the remaining amount directly to your guide.

REFUNDS

When can I expect my refund?

If your booking request is declined by the guide, or when you cancel the request before it was confirmed, your payment is not processed and so there will be no payment to be refunded.

If your booking was cancelled by your guide or Wetuks, you have been automatically issued a full refund of the partial payment made online. It may take up to 10 working days from the cancelled date for the refund to reach your account, depending on the processing time between banks and regions.

Please note that any referral credits/ discount/ promotion codes applied to the payment will not be refunded.

Learn more about Wetuks Traveller Cancellation Policy.

What should I do if my refund has not yet arrived?

In case 10 working days have passed since your refund was initiated, please reach out to us at help@wetuks.com

Refunds from Wetuks are always returned to the original payment method used for booking.

CHANGES & CANCELLATIONS

How to reschedule my booking?

Our Customer Service Department will be happy to help! Please contact us by either email or call us.

+351 913 792 601

Monday - Friday: 10.00 - 16.30 (GMT)

Saturday - Sunday 10.00 - 16.30 (GMT)

help@wetuks.com

Thank you!

How to cancel my booking?

If you need to cancel your booking, simply click on the "Cancel Booking" link on the email that you have received with your booking confirmation.

Bookings have cancellation policies that determine if you are eligible for a refund.

Learn more about Wetuks Traveller Cancellation Policy.

Wetuks booking cancellation

Cancelling a confirmed booking

More than 48 hours before the originally booked tour date*: Your partial payment WILL be refunded within 10 working days.

Less than 48 hours before the originally booked tour date*: Your partial payment WILL NOT be refunded due to too short notice and will be transferred to the guide as compensation.

*This considers the starting time of the tour in the time zone of the location it should take place.

Cancelling an unconfirmed booking

If you cancel a booking request before it being confirmed by the guide, your partial payment will not be processed and so there will be no payment to be refunded.

PROMO CODES

Wetuks Promo Code

Promo codes can be issued by Wetuks in collaboration with institutional or private partners.

How can I use my Promo Code?

You can use your promo code to book any Wetuks tour. To do so, you need to choose the tour you wish to book and start the booking process.

Once you are on the checkout page, you can input your promo code and the value of your promo code will be deducted from the required payment for your booking.

My Promo Code is not working

If your promo code is not working, please send us an email at help@wetuks.com

Can I use a Promo Code for a booking I have previously made?

Your promo code can only be used for bookings that have not been paid for yet.

To use your promo code, please make a new booking.