Zameera Help Centre for Travellers

What is Zameera?

Zameera is a curated marketplace for luxury experiences. We work with trusted local suppliers so you can discover and book exceptional activities, day trips and moments around the world in one place.

Who operates the experiences?

Each experience is operated by an independent supplier or host. Zameera manages discovery, booking and secure payment. The supplier delivers the experience.

Where does Zameera operate?

Zameera works with suppliers in multiple destinations worldwide. The list of active destinations grows over time, so check the platform for the latest locations.

Who can use Zameera to book?

You must be at least 18 years old and legally able to enter into a contract. You can book for yourself or on behalf of others as long as you have their consent and provide accurate details.

What types of experiences are available?

You will find, for example:

• Yacht charters and on-water experiences
• Fine dining and tasting experiences
• Wellness, spa and retreat experiences
• Adventure and active experiences
• Culture, art and bespoke local experiences

The exact categories and availability vary by destination.

How do I search for experiences?

• Use the search bar to enter a destination or experience type
• Apply filters such as dates, group size, category and price range
• Sort results by relevance, rating or price

What is shown on the experience page?

Each experience page typically includes:

• Description and highlights
• Full itinerary or schedule
• What is included and not included
• Meeting point and time
• Duration
• Language(s)
• Age, fitness and other requirements
• Cancellation and refund policy
• Photos and, where available, reviews

Read the full page carefully before booking.

What is the difference between private and shared experiences?

• Private: Only your booking group participates.
• Shared or small group: You join other guests up to the stated group size.

This is clearly marked on the experience page.

Why do some experiences say "from" next to the price?

For experiences with multiple options, time slots or group sizes, the price shown may be the starting price. The final price updates when you select your preferred configuration.

How do I know if an experience is right for my group?

Check:

• Age restrictions
• Fitness or health requirements
• Accessibility notes
• Maximum and minimum group sizes

If something is unclear, contact support with the link to the experience and your questions.

Do I need an account to book?

In most cases, yes. A Zameera account allows you to:

• View and manage bookings
• Access confirmation details and documents
• Contact support securely

How do I make a booking?

1. Select an experience, date, time and group size.
2. Review inclusions, exclusions and the cancellation policy.
3. Enter traveller details and any requested information.
4. Confirm your payment details and complete checkout.
5. Receive your confirmation by email and in your account.

Can I book for someone else?

Yes. Enter the primary traveller's details where requested and make sure they receive the confirmation and all instructions. You remain responsible for the accuracy of all information submitted.

Can I make a group booking?

Yes, as long as the group size is within the limits shown on the experience page. For larger or special group requests, contact support and include:

• Destination and experience link
• Preferred date(s)
• Group size and profile (for example family, corporate, celebration)

What information will I be asked for during booking?

Depending on the experience and local regulations, you may be asked for:

• Full name, email and phone number
• Guest names and ages
• Nationality and passport details
• Dietary preferences or allergies
• Health or fitness information
• Hotel or accommodation details for pickups

Mandatory fields are clearly marked.

How do I know my booking is confirmed?

• You will see a confirmation screen after successful payment.
• You will receive a confirmation email with all details.
• Your booking appears in the "Bookings" section of your account.

If you do not receive email within a few minutes, check your spam folder, then contact support with the time you booked and the experience name.

When will I be charged?

You pay the full amount at the time of booking. Your booking is not confirmed until payment is completed.

Which payment methods can I use?

We accept major credit and debit cards. Additional payment methods may be available depending on your country and currency. The available options are shown at checkout.

Which currency will I be charged in?

The currency is displayed clearly on the experience page and at checkout. If your card is in a different currency, your bank may apply its own exchange rate and fees.

Are taxes included in the price?

All mandatory taxes and fees known to us at the time of booking are included in the price shown at checkout. If an experience has additional on-site charges, these will be listed under "Not included" on the experience page.

Why might the price be different from booking directly with a supplier?

Prices can differ because of:

• Different currencies and exchange rates
• Zameera's platform service fee
• Special inclusions, upgrades or enhancements on the Zameera version

The price you see on Zameera always reflects the total for that specific offering through our platform.

Are there any hidden fees?

No. We do not add surprise fees at checkout. Any optional extras or on-site charges are clearly described where applicable.

Do you offer promo codes or credit?

From time to time we may offer promotional codes or booking credit. Any conditions, such as minimum spend or expiry date, are shown when the code or credit is issued.

Where can I see the cancellation policy for an experience?

• On the experience page before booking
• During checkout
• In your booking confirmation

Always read the policy carefully before you pay.

Who sets the cancellation policy?

Each supplier sets their own cancellation and refund policy. Zameera applies the supplier's policy exactly as shown at the time of booking.

How do I cancel my booking?

1. Log in to your Zameera account.
2. Go to "Bookings".
3. Select the booking you wish to cancel.
4. Follow the cancellation steps and review any refund amount.

If online cancellation is not available, contact support with your booking reference.

Will I receive a refund if I cancel?

Your eligibility for a refund depends on:

• The cancellation policy of the experience
• How far in advance you cancel
• Whether the experience is marked as non-refundable

The refund amount and any fees will be shown before you confirm the cancellation.

How long do refunds take?

Once processed, refunds are returned to the original payment method. Processing times depend on your bank or card issuer. In general, allow several business days for the amount to appear.

What if the supplier cancels my booking?

If the supplier cancels, you will normally be offered:

• A full refund, or
• The option to reschedule or choose a similar experience, where available

You will be informed by email and through your account.

What if the experience is affected by bad weather or safety issues?

If the experience cannot safely go ahead, the supplier may:

• Offer to reschedule to another suitable time, or
• Cancel and request a refund for you

The exact outcome depends on the policy for that experience, but Zameera will support you in finding the best available solution.

What happens if I arrive late or do not show up?

If you miss the stated start time or do not show up:

• The booking is normally treated as a no-show.
• No refund is due in most cases.
• The supplier is not obliged to reschedule.

Check your confirmation for any specific rules about arrival times.

Can I change the date or time of my booking?

Whether you can change the date or time depends on the supplier's policy and availability.

• If self-service changes are allowed, you will see an option in your booking.
• Otherwise, contact support with your preferred new date or time.

Changes may be treated as a cancellation and rebooking if the policy does not allow flexible changes.

Can I change the number of guests?

• Reducing guests: This may or may not reduce the price, depending on the pricing structure and policy.
• Adding guests: This depends on availability and capacity. Contact support as early as possible.

What should I bring?

It is your responsibility to bring everything listed on the experience page. This may include:

• Valid photo ID matching the booking name
• Confirmation email or voucher (digital is usually sufficient)
• Appropriate clothing and footwear
• Swimwear, sunscreen or hats for outdoor and water experiences
• Any required documents mentioned for that specific activity

What time should I arrive?

Arrive at least 15 minutes before the scheduled start time, or earlier if specified on the experience page. For some experiences, late arrival may mean you cannot join, even if the activity has not started yet.

How do I find the meeting point?

• Check the address and meeting instructions in your confirmation.
• Many experiences include a map link or landmark description.
• If you are unsure, contact the supplier using the contact details in your confirmation, or contact support.

Plan extra time for traffic and navigation.

Is transport to the meeting point included?

Transport is included only if it is specifically mentioned under "What is included". Otherwise you are responsible for getting to the meeting point on time.

What if I cannot find the host or meeting point?

1. Recheck the address and instructions in your confirmation.
2. Call or message the supplier using any contact details provided.
3. If you still cannot reach them, contact Zameera support immediately with your booking reference.

Can I drink alcohol during the experience?

Some experiences include or permit alcohol, others do not. Always follow local laws, supplier instructions and safety guidelines. Excessive alcohol consumption may result in removal from the experience without refund.

How does Zameera vet suppliers and experiences?

Before experiences go live, Zameera reviews suppliers and their offerings. This may include checks on:

• Business registration and licensing where required
• Insurance where applicable
• Safety information and basic risk controls
• Quality and accuracy of content

Even with these checks, each experience involves inherent risks. Always read the description and follow all instructions from the supplier.

Do I need travel or health insurance?

Yes, we strongly recommend having suitable travel and health insurance for the destinations and activities you choose. Insurance is not provided by Zameera and remains your responsibility.

What if I have health conditions or limited mobility?

Carefully review the "Good to know" or "Requirements" section on the experience page. If you have any concerns:

• Contact support before booking, or
• Contact us immediately after booking so we can check with the supplier

Some experiences may not be suitable for certain conditions, and the supplier has the final say on safety.

Are experiences accessible for wheelchair users or guests with special needs?

Accessibility varies by experience and destination. Check the experience page for details. If accessibility is critical, contact support with the specific experience link and your requirements before you book or as soon as possible after.

What if something goes wrong during the experience?

• In a medical or life-threatening emergency, contact local emergency services first.
• Inform the supplier as soon as you safely can.
• After the situation is under control, contact Zameera support with full details and your booking reference.

How do I create a Zameera account?

1. Click "Sign up" on the platform.
2. Enter your name, email and a secure password.
3. Confirm your email address if prompted.

I did not receive the verification or confirmation email. What now?

• Check your spam or junk folder.
• Ensure you entered the correct email address.
• If you still do not see it, contact support and include your name and the email you used.

How do I update my details?

In your account you can usually update:

• Name and contact information
• Password
• Saved travellers (if available)

Booking history details for past trips cannot normally be edited for legal reasons.

How do I delete my account?

If you wish to close your account, contact support from the email address linked to your account. We may need to retain some information for legal or accounting reasons, as described in our Privacy Policy.

How does Zameera protect my personal and payment data?

• Payment data is handled by a secure, certified payment processor.
• Access to your account is protected by your login details.
• We only use your personal data to operate the service, comply with the law and improve the platform, in line with our Privacy Policy.

How do reviews work?

• After your experience, you may receive an invitation to leave a review.
• You can rate the experience and share written feedback.
• Only guests who booked through Zameera can leave reviews, which keeps them authentic.

Can I edit or delete my review?

If you need to update a review, contact support with your booking reference and explain the change you wish to make.

What if the experience did not match the description?

1. Take notes and, where appropriate, photos during or shortly after the experience.
2. Contact the supplier during or immediately after the experience if something is missing or incorrect.
3. Contact Zameera support within a reasonable time after the experience with:
   • Your booking reference
   • What was promised
   • What actually happened
   • Any supporting evidence

We will review the case with the supplier and inform you of the outcome.

How do I contact Zameera support?

• Use the Help or Support link in your account, or
• Use the contact details shown on the platform

Include your name, booking reference and a brief description of your question or issue.

What are your support hours and response times?

Support hours and contact options are shown on the platform. We aim to respond as quickly as possible and prioritise urgent issues for experiences happening in the next 24 hours.

When should I contact Zameera instead of the supplier?

• If you cannot reach the supplier using the details in your confirmation
• If you have a payment, refund or platform issue
• If you feel the experience was not as described and need assistance resolving a complaint