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Welcome to the support center

Search the frequently asked questions for the topic of your interest

How does the reservation request work?

You can submit a reservation request directly from the page of the activity you have chosen by selecting the date, time, and number of participants. On the next page you will be asked to enter your personal information and choose your payment method. When you submit the reservation request we will just pre-authorize the amount, you will not be charged anything. You will be charged the moment your reservation request is confirmed (within 48 hours maximum, but it usually happens within the day!). Some banks may also show pre-authorizations on your statements; if you are in doubt, we recommend contacting your credit card issuer.

I got the wrong date/time on the reservation request, how do I change it?

If you got the wrong date or time of your reservation request, you can contact us via chat, email, or phone, and we will be happy to help you by changing your request. Remember, however, that if the reservation has already been confirmed, you can only request changes if, applying the cancellation policies, a full refund is provided. Otherwise we cannot guarantee a change, but we will do our best to seek a solution with the guide of the activity you have chosen to help you avoid losing your reservation. For more information on cancellation policies see this page.

I have a Freedome Gift Voucher, how can I book the activity?

To choose a date and time for a Freedome Gift Voucher activity, you simply need to contact the guide at the references found on the Voucher itself, in the “Your Guide” section. You can call the number listed, WhatsApp (if available) or send an email. Remember to communicate the Voucher ID, which is the identifying number preceded by the “#” found on the Voucher in the upper right corner. We recommend that you plan ahead to hold the activity so that you can secure your place for the date you want.

I booked an activity, where should I show up?

If your reservation has been confirmed, you can find the exact address of the meeting point in the confirmation email or in your personal area, in the “Reservations” section by clicking on the “Details” button. If you have difficulty finding the meeting point, please contact the guide at the number listed in the booking confirmation.

How do I cancel a reservation?

Log in to your personal area with email and password and enter the “Reservations” section. If the reservation is still pending, you can cancel it by clicking on “Cancel Request,” the pre-authorization for payment will be canceled automatically at no cost. If the reservation is confirmed you can cancel it by clicking on “Cancel reservation,” in which case the cancellation policy for the activity will be applied. For more information on cancellation policies visit this page.

How it works in bad weather

In case of weather conditions unsuitable for the safe conduct of the activity, you will be refunded the full amount paid. The guide may suggest an alternative date or time for you to conduct the activity. You can freely choose whether or not to accept these proposals. If you can’t retrieve it, we will process a full refund!

Can I buy or give away an activity without choosing a date?

Of course! To purchase or give an activity as a gift without deciding on a date you can buy a Gift Voucher valid 12 months from the date of purchase. You will receive by email a PDF, in which the price is not indicated, on which are all the directions for contacting the guide and setting a date on which to conduct the activity. Gift Vouchers are not nominal: during the purchase you have to enter the details of the person making the payment, even if it is not the same person who will perform the activity.

What payment methods do you accept?

On Freedome you can pay with any credit card or reloadable prepaid card (including Poste Pay) from the Visa, Mastercard, American Express, Discover, Diners Club, JCB circuits. You can also use Apple Pay and Google Pay digital wallets.

An activity is not available, when can it be booked?

If an activity is listed as “Unavailable” unfortunately, we are unable to tell you by when it will resume regular operation. Consequently, in these cases we do not allow the purchase of Gift Vouchers either. On the other hand, if you have received a Gift Voucher and the activity is no longer available contact us, we will be happy to help you find a solution together!

How do gift vouchers work?

Do you want to surprise someone special or have an unforgettable experience firsthand but aren’t sure about the date? Find the activity you prefer, select “Give,” enter the number of participants, and proceed to the payment page. After completing your order, you will receive the Gift Voucher by email in PDF format and without price, with contact details of the guide organizing the activity. The Voucher is valid for 12 months from the date of purchase. The participant will only need to contact the guide, give the Voucher number, and set the date he or she prefers to do the activity. Gift Vouchers are not nominal: during the purchase you have to enter the details of the person making the payment, even if it is not the same person who will perform the activity.

How does cancellation work for Gift Vouchers?

Within 14 days of purchasing the Gift Voucher you can freely choose to cancel it with full refund. For more information, visit the “Customer Terms and Conditions” page under section 8 “Withdrawal” and 9 “Limitations on Exercising the Right of Withdrawal.” After 14 days from the purchase, no refund can be requested. If, on the other hand, you have already set with the guide the date of the activity purchased through Gift Voucher, you can freely reschedule it respecting the terms indicated in the cancellation policies. For more information on cancellation policies see this page under “Gift Voucher”.

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