Refunds & cancellations

For Customers That Book Directly on Our Website:

We are happy to provide you with a full refund if you contact us 24 hours prior to your booking. If contacted less than 24 hours prior to your scheduled tour, we cannot provide a refund, however, we can rebook you for a future date or a different city (we’re in a lot of different cities). The reason for this is that as part of your scheduled tour we assign your tour guide and arrange orders with our partners ahead of time (donuts, drinks, etc.), so last minute cancellations may cause us to incur food and drink costs so as to maintain our relationship with our partners. We also pay our guides, even in the event of a tour cancellation, since they have arranged their schedule around our tour schedule. So if at all possible, please give us 24 hours notice if you cannot attend your tour.

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For Customers Who Book Through a 3rd Party (TripAdvisor, GetYourGuide, Viator, etc.):

For bookings through 3rd parties, the majority of the time, they also require 24 hours notice. If a refund is requested less then 24 hours in advance, the 3rd party may refund some of your reservation. It is at their discretion. Please check with the site you booked through for more information. We do not control when funds will appear in your account once a refund is issued. Please follow up with the relevant partner to understand when funds will be refunded back to you. Typically, it takes 5-7 business days.

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Customer Service Contacts

Underground Donut Tour:

In the US, call: 1-844-366-8848

In the UK, call: +44 20 3974 2712

In Ireland, call: 1800 851 881.

Use our contact form.

TripAdvisor:

Visit their help center.
 

Viator:

Phone: (888) 651-9785
Visit their help center (in the footer).
 

GetYourGuide:

Phone: (844) 407-1795
Visit their help center.
 

Airbnb:

Phone: (844) 234-2500
Visit their help center.

For other partners, visit their help center on their website.

 

For any Other questions:

Visit our contact us page to get in touch with our team.