Contact us

Say hi. We read every message.

There's no phone tree, no automated first response, no "did this article help?" survey before you can reach a human. If you write to us, a person on the Gollo team reads it and gets back to you.

The fastest way to reach us

Open Help & Support inside the app. You'll find it:

• Web: your profile menu (top right) → Help & Support, and inside the host sidebar
• Mobile: Profile tab → Contact support

The in-app form pre-fills the context we'd otherwise have to ask you for (which page, which booking, which browser). That usually cuts a full round trip from the conversation.

Email us directly

Email works too: support@gollo.co

If you're already looking at a broken booking or a payment issue, forward the confirmation email and reply from there — it gives us the booking reference without you having to hunt it down.

What to expect

• We reply within 24 hours. Usually much faster during Australian business hours (AEST).
• A real person reviews every message. Not a bot, not a triage filter.
• Every ticket gets a case number (starts with GLO-). Keep it for reference if you need to follow up.
• If your issue is urgent (safety, payment fraud, medical), flag it clearly in the subject line so it jumps the queue.

We don't currently offer live chat or phone support.

What to include (so we can help faster)

The more context you send in the first message, the faster we can resolve. Useful things to include:

• Your booking reference if it's booking-related (looks like TM-XXXXXXXX)
• The tour or host name if easier
• What you expected vs. what happened
• Screenshots if something looks visually wrong
• The device + browser you're using if it's a bug report

For accessibility barriers, include the assistive tech you're using (screen reader, voice control, magnifier). See our Accessibility page for more.

Common questions have a home already

Before you write in, one of these pages might have the answer faster:

• Cancellation policy — how cancellations, refunds, and changes work
• Trust & Safety — verified hosts, booking protection, payment security
• Accessibility — what we support today, what we're working on

If your question doesn't fit any of those, or the page didn't answer it, write in.

For hosts

Host support runs through the same channel — Help & Support in the app, or support@gollo.co. Payout questions get priority (we know how much they matter).

If you're not yet a host and want to become one, start at Become a local guide.

For partnerships, press, and everything else

Partnerships, press, security disclosures, and business inquiries all go to support@gollo.co. Mention what it's about in the subject line and we'll route internally.

We'll build dedicated channels for these as volume grows. For now, one inbox keeps things simple and nothing gets lost.

Where we are

Gollo is based in Australia. We work across timezones so travellers from any region get a reply within our 24-hour window — but our office hours are AEST (UTC+10 / UTC+11 during daylight saving).

Last updated: 3 August 2026