Frequently asked questions

Register on our website to become a member. Once registered, select any services you like and make your booking. The 5% cashback will be automatically added to your wallet. Monitor your wallet to see your cashback balance. You can use the cashback automatically when making new bookings. Alternatively, you can contact us to purchase other activities through our partner sites like GetYourGuide.com, Tiqets.com, Viator.com, and others.

Cashback is earned when you make purchases through our partner sites, adding to your account as credit. On the other hand, Travel Credit is an extra credit you receive directly from Kenzly, boosting your balance further.

To view your Kenzly balance, log in to the website. The wallet icon and your current balance will be displayed in the main menu. Additionally, you can scroll to the bottom of the page and click on "My Wallet" for more details.

You can automatically use the cashback when making new bookings. Alternatively, you can contact us to purchase other activities through our partner sites like GetYourGuide.com, Tiqets.com, Viator.com, and others.

Your wallet balance is available indefinitely until further notice, allowing you to use it whenever you like.

At the moment, it is not possible to transfer your balance to other members. However, we may offer this service in the future.

Your Cashback and Travel Credits won't expire at any point! You'll have them in your Kenzly account for life, ready to splurge on your next adventure with us. *We do hold the right to update our loyalty program and Travel Credits at any time. Please refer to the Terms & Conditions for more information.

Typically, it takes about 7-14 business days for the refund to appear on your bank statement. The exact duration depends on your bank's or credit card issuer's processing speed. It's important to note that Kenzly follows the cancellation rules set by the adventure operator from whom you booked your trip. Refund eligibility and the amount, if any, depend entirely on the operator’s specific refund policy for cancellations. Kenzly does not charge any additional cancellation fees. We ensure that any refunds are processed according to the terms and conditions agreed upon with the adventure operator.

To obtain supporting documents or a Letter of Invitation for your visa: 1. Contact the Tour Operator: Reach out to the operator you booked with. 2. Provide Information: Give details like your full name, passport number, booking reference, travel dates, and purpose of visit. 3. Request in Advance: Ask for the documents well before your visa appointment. 4. Check Requirements: Confirm specific requirements with the embassy or consulate. 5. Submit Your Request: Email or use the tour operator's official channels with all required information. 6. Follow Up: Contact the operator again if you don’t receive a response promptly. For assistance, contact our customer support team.

We highly recommend that before booking a trip, you contact the service provider to ensure that the offer is still valid and that the prices displayed remain accurate. Once you've confirmed this information, you can proceed to pay the reservation fees, whether it's an advance payment or the full amount, as indicated in the service details.

If you encounter a discrepancy in the service that doesn't match what was offered, first, communicate directly with the service provider to address the issue. If you're unable to find a satisfactory solution, reach out to us directly, and we'll swiftly find alternative solutions to ensure your comfort.

If you experience inappropriate treatment, racism, or sexual harassment from the service organizer, don't hesitate to contact us directly. We will intervene immediately to find suitable solutions or provide quick alternatives to ensure your comfort and safety. Your well-being is our priority, and we are here to support you.

At Kenzly, we organize group travel in collaboration with travel agents and tour operators. These Kenzly group trips are announced on the homepage of our website and across various social media platforms.

All group trips offered by Kenzly are closely supervised by us to ensure top-quality service and customer satisfaction. These trips may cater to specific groups such as youth, adults, families, women-only, or open to all. What sets these group trips apart is our commitment to completing the agreed-upon program and delivering services in the best possible manner, promptly addressing any issues encountered by clients. There may be a dedicated Kenzly supervisor or ambassador accompanying the trip to provide immediate, direct support.

Some of the services provided directly by us may involve payment on the websites of our partners or other tourism agencies. This is often part of a joint commission system between us. To ensure secure payment, a special link to our payment page on these sites will be sent to your email, where you may also find our site's logo. What sets this process apart is that the payment is guaranteed by both our partners and our website.

While it's possible to purchase the service without registering, we highly recommend registering on the site. This allows you to track reservations and messages on your control panel, making reservation management easier. Additionally, you can publish service evaluations on our website, contributing to our community's feedback and enhancing the overall experience.

We provide various payment options. You can opt for a direct bank transfer to our bank account in Estonia, accessible for all residents and citizens of European Union countries. Residents outside the EU can also make bank transfers. Additionally, you can make a direct payment via PayPal on our website, which is our most widely used method. Furthermore, there may be alternative payment methods available through our ambassadors in certain countries. Feel free to contact us for specific inquiries about payment methods.

Yes, absolutely. You can make a group reservation for your clients or friends. However, please note that the reservation invoice will be issued in the name of the person who made the payment.

To view your Kenzly balance, log in to the website. The wallet icon and your current balance will be displayed in the main menu. Additionally, you can scroll to the bottom of the page and click on "My Wallet" for more details.

To request a cancellation of your reservation you must review the cancellation policy provided by the tour operator to understand any fees or conditions that may apply before initiating your cancellation. Contact our customer support team via WhatsApp, email, or contact form on the official website. Provide your booking reference number and reason for cancellation. Follow any specific instructions provided by the customer support team or tour operator. You may be asked to fill out a cancellation form or provide additional information.

If the tour organizer asks for additional money upon arrival, contact us directly via WhatsApp or through the contact form on our website. Do not pay any extra money before consulting with us, unless you have requested additional services not included in your original booking. Asking customers to pay additional funds is strictly prohibited and may result in the suspension of the trip organizer's account or service.

If you've only paid a reservation deposit, you'll need to settle the remaining amount upon arrival. Ensure you get a receipt if the service organizer is an official entity to safeguard your rights. If dealing with individuals, confirm beforehand that the entire hotel reservation has been paid for upon your arrival. If you have concerns, negotiate with the organizer or reach out to us for assistance.

If you feel unsafe upon arrival, whether you are traveling individually or with a group, you should go to a public and safe area. First, communicate with relatives and send them your current location. Contact us directly via WhatsApp and send us your current location directly. If the level of fears is high, call the police immediately and follow the security instructions. We will also follow up on the situation with you, and if we have a Kenzly ambassador in this country, he will communicate with you directly and come to help.

If you've booked a service that requires the organizer's presence, such as excursions, activities, or car reservations, and you're unable to reach them, contact us directly via WhatsApp or through the contact form on our website. We'll swiftly find alternative solutions to avoid any penalties for your trip, ensuring you can still enjoy your travel experience hassle-free.

Certainly, it's possible if you prefer to pay the full amount. Simply reach out to either the organizer or us, and we'll generate a payment invoice for the total sum. When making the payment, It's important to note that the transfer should be made to our designated payment channels, not to the organizer's account. If you choose to pay the organizer directly in advance without consulting us, we cannot take responsibility. We're unaccountable for any material damage that may result, and we're not obligated to provide compensation or refund the money in such cases.

If you booked a trip through Kenzly but were asked to pay the fees on another site, please refrain from proceeding with the payment and contact us immediately. It's important to ensure that all transactions are conducted through our official channels to guarantee the security of your payment and the legitimacy of the service. We're here to assist you and ensure a smooth booking process.

We highly encourage all our customers to evaluate the service they've purchased on our website and express their opinions clearly and transparently. We publish both positive and negative feedback to assist other buyers in identifying the strengths and weaknesses of the service. A positive review undoubtedly benefits the service provider, enhancing their trustworthiness and boosting sales. Conversely, a negative review may result in the service provider being permanently excluded from our site.

Absolutely, you will receive an invoice upon completion of the payment process. This invoice can be downloaded directly after the payment is made or accessed through your account control on our website.

You can easily track all reservations through your control panel. Our user-friendly panel displays all the necessary information conveniently for your convenience.

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