Hi! Do you need help?

Hi! Do you need help?

Welcome to the support center

Search the frequently asked questions for the topic you are interested in. First, if you want, you can read how fixed date booking and Gift Voucher purchase works.

Personal area

Come posso accedere alla mia area personale?

To log in to Freedome, if you are browsing from a PC, simply click on Sign In, at the top right of any page on the site. On the other hand, if you are browsing from a smartphone, click on the menu (≡) at the top right and then on Sign In at the bottom left.

Once you log in to your personal area, you will find your Reservations, Favorites, and Profile information.

If you do not yet have an account, you can register by entering your first name, last name, e-mail and choosing a password. Alternatively, you can continue by logging in with your Google or Facebook account.

How can I change my contact information?

If you would like to change your e-mail address or phone number at which you receive your reservation information, please call or e-mail us through the e-mail address linked to your profile.

Cosa devo fare se non ricevo le e-mail?

If after 15 minutes of making a purchase on Freedome you have not received an e-mail, try looking in the Spam box (or Promotions if your address is Gmail). Also check that the Inbox is not full, as it would prevent new messages from being delivered.

In case you can’t find the e-mails, call or write to us indicating a new e-mail address to which to send communications.

Activity details

Che differenza c’è tra attività di gruppo e attività private?

Group activities involve other participants in addition to you and your company, if any. The price listed is per individual participant and, in some cases, may vary by age group.

Private activities, on the other hand, do not involve other participants,
the guide will then be exclusive to those who make reservations. The price may be fixed and independent of the number of participants or it may vary according to the size of the group.

Cosa significa che l’attività è confermata al raggiungimento di un numero minimo di partecipanti?

Some activities take place only when a certain minimum number of participants is reached. This specification can be found in the “Other Information” section of the page of each affected activity.
This does not mean that you have to book for that minimum number of people, but that the guide will have to reach, with other participants, that number in order for the activity to take place.

If the minimum number of participants is not reached, the guide will contact you to suggest alternative dates on which to conduct the activity. If you cannot accept any of the proposed alternatives, you can request a refund (except for Vouchers, which will remain valid until their natural expiration date) or convert your reservation to a Voucher valid for 12 months.

How do I know when an activity is available?

You can check the availability of each activity by clicking on the date field, populated with the first available date, found in the booking box (to the right of the title when browsing from a pc, and from a smartphone by clicking on “Book or Give” at the bottom right): a calendar will open up for you, highlighting the days for which it is still possible to make reservation requests. Similarly you can check available times by clicking on the field populated with the first available time. Schedules may vary by day of the week and time of year, so we recommend that you check the schedule each time you select a different date.

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. As a result, Gift Vouchers cannot be purchased in these cases either. If, on the other hand, 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!

My orders

Come funziona la richiesta di prenotazione?

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 just pre-authorize the amount, you are not charged anything. You are charged the moment your reservation request is confirmed (within 48 hours maximum, but it usually happens within the day!). Some lenders may also show pre-authorization in the statement, this does not mean that the charge has occurred. In any case, if you have any doubts regarding what you see in your account movements, we recommend that you contact your card issuer.

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 by selecting “Gift” in the booking box. You will receive by e-mail 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.

Ho un Voucher Regalo di Freedome, come posso prenotare l'attività?

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, write on WhatsApp (if available) or send an e-mail. Remember to provide the Voucher ID, which is the identification number preceded by the “#” found on the Voucher in the upper right corner, but do not provide the secret code. The latter, should be reported only on the day you meet the guide to carry out the experience.

We recommend that you plan ahead to hold the activity so that you can secure your place for the date you want.

Ho prenotato un'attività, dove devo presentarmi?

If your reservation has been confirmed, you can find theexact address of the meeting point in theconfirmation e-mail or in your personal area, in the “Reservations” section by clicking on the “Details” button.

If you have difficulty finding the meeting point, contact the guide at the number listed in the booking confirmation or inside the Voucher, in the “Your Guide” section.

Changes to reservations and vouchers

I got the date and/or time of the reservation request wrong, how do I change them?

If you got the date and/or time of your reservation request wrong, you can contact us via chat, e-mail 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.

Ho sbagliato a inserire il numero di partecipanti. Come faccio ad aggiungerli o toglierli?

If you made a mistake in entering the number of participants please contact us via chat, email or phone and we will be happy to help you.

If you intend to add participants to your reservation, we will need to check with the guide of the activity for which you have applied to book if there is still availability. In case there are still places available we may ask you to make a new reservation for the same date and time for the participants you want to add.

On the other hand, if you have to reduce your reservation by one or more participants, you can get a refund for each fee if the timing of the Cancellation Policy allows. In case your reservation has not yet been confirmed by the guide, we will immediately proceed to cancel the fees for the number of people who will no longer participate.

Posso cambiare l’attività da svolgere anche se ho già inviato la richiesta di prenotazione?

If your reservation has not yet been confirmed you can contact us, telling us theID of your request and the new activity with which you intend to change it.

In the event that your reservation has already been confirmed, you can request, via chat, email or phone, a change of activity if a full refund is still available for Cancellation Policies related to the purchased activity.

Can I change the dedication I entered inside the Gift Voucher?

If you have purchased a Gift Voucher and would like to change or insert your dedication, you can contact us by email telling us the ID number of your Voucher and the new dedication to be inserted. You will receive the updated Voucher at your email address used for the purchase.

Posso trasformare la mia prenotazione a data fissa in un Voucher Regalo a data aperta?

If according to the Cancellation Policy, a full refund is still available for your reservation, you can request to have it converted into a Gift Voucher.

The Gift Voucher is an open-date voucher valid for 12 months-you will have one year to contact the guide again to reschedule.

This option is also offered to you in case of cancellation of your reservation due to bad weather or any unforeseen circumstances of the guide.

However, it is not possible to turn a Gift Voucher into a fixed-date reservation. To book a date to do the activity, if you have a Gift Voucher, you will need to contact the guide directly.

Cancellations

Come funziona in caso di maltempo?

If you have made a fixed date reservation and the weather conditions are not suitable for the safe conduct of the activity (in the expert opinion of the guide), 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!

If you have set the date for your Gift Voucher and bad weather did not allow the activity to take place, the Voucher remains regularly valid until the expiration date indicated on it.

Come faccio a cancellare una prenotazione?

Log in to your personal area with your e-mail 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 released automatically and the amount will become available again in a few days on the payment method you used.

If the reservation is confirmed you can cancel it by clicking on “Cancel reservation.” In this case, the Cancellation Policies provided for the activity are applied.

Come funziona la cancellazione per i Voucher Regalo?

Within 14 days of purchasing the Gift Voucher you can freely choose to cancel it resulting in a full refund. For more information, visit the“Customer Terms and Conditions” page under section 7 “Withdrawal” and 8 “Limitations on Exercising the Right of Withdrawal.”

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.

Payments and refunds

What payment methods do you accept?

On Freedome you can pay with any credit card or reloadable prepaid card (including Postepay) from the Visa, Mastercard, American Express, Discover, Diners Club, JCB circuits. We also accept debit cards if enabled for online payments. You can also use Apple Pay and Google Pay digital wallets.

Cosa significa che dovrò pagare una differenza di prezzo in loco?

When making a reservation request, Freedome only makes a pre-authorization, so we cannot charge you more than the pre-authorized cost for the activity and participants you select.

In case you would like to add participants to your reservation or change the activity to one of higher value, you may be required to pay the difference in price on-site directly to the guide on the day you do the activity, but only after agreeing with us on any changes.

Posso richiedere il rimborso dell’attività che ho prenotato?

Refunds of reservations are made respecting the Cancellation Policy of the booked activity.
There are 4 types of deletion policies: flexible, moderate, strict, and very strict.

Flexible cancellation

  • Cancellation within 5 days before activity start date: 100% refund.
  • Cancellation between 4 and 3 days before activity start date: 50% refund.
  • Cancellation from 2 days before activity start date: no refund.

Moderate cancellation

  • Cancellation within 8 days before activity start date: 100% refund.
  • Cancellation between 7 and 5 days before activity start date: 50% refund.
  • Cancellation from 4 days before activity start date: no refund.

Rigid deletion

  • Cancellation within 15 days before activity start date: 100% refund.
  • Cancellation between 14 and 8 days before activity start date: 50% refund.
  • Cancellation from 7 days before activity start date: no refund.

Very strict cancellation

  • Cancellation within 31 days before activity start date: 100% refund.
  • Cancellation between 30 and 15 days before activity start date: 50% refund.
  • Cancellation from 14 days before activity start date: no refund.

In case of bad weather and with cancellation by the guide at any time, there is a full refund if you should not accept the proposed alternatives.

The refund is made to the card with which the purchase was made, and between 5 and 10 business days are required for the amount to become available again, depending on the timing of your banking institution. It cannot be received on alternative cards or payment methods.

Do you run an outdoor business and want more information?
Visit the dedicated page

Do you have more questions?

Our team is ready to help you, 7 days a week!

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