Help Center

Most answers live here. When they don't, we do.

Below are the questions travellers and hosts ask most. If yours isn't covered — or the answer doesn't fit your situation — head straight to Contact us. A real person on the Gollo team replies within 24 hours.

Getting started

What is Gollo?

Gollo is a marketplace for tours led by locals — actual people who live in the places you want to visit. Not a tour company, not a reseller. See How Gollo works for the full picture.

Do I need an account to browse?

No. You can browse tours, hosts, destinations, and reels without signing in. You only need an account to book, save tours, message a host, or leave a review.

How do I sign up?

Tap Sign in (top-right on web, Profile tab on mobile). Sign in with email, Google, or a magic link. Choosing email creates your account on first sign-in — no separate registration step.

Where does Gollo work?

Gollo is based in Australia and hosts run tours across Asia-Pacific, Europe, and the Americas. Browse Destinations or search by city to see what's live near where you're headed.

Bookings and payments

How do I book a tour?

Open the tour, pick a date and number of travellers, tap Book. You'll see the total price and the tour's cancellation policy before you confirm. Payment runs through Stripe — your card details never touch our servers.

What payment methods do you accept?

All the cards Stripe supports in your country (Visa, Mastercard, American Express, and most local schemes), plus wallets like Apple Pay and Google Pay where available.

When am I charged?

Your card is charged as soon as you book. If the host doesn't accept the booking, you get a full automatic refund — you're never left paying for a tour that didn't run.

Why hasn't my booking been confirmed yet?

Most hosts confirm within a few hours. If it's been longer, the host may be mid-tour or in a different timezone. If nothing's moved after 24 hours, contact us — we'll chase it and refund you in full if the host can't confirm.

Changes and cancellations

Can I change my booking date?

There's no direct "reschedule" button. If you need a different date, cancel your current booking (refund follows the tour's cancellation policy) and book the new date. If the change is minor and time-sensitive, message the host — some can accommodate directly.

How do I cancel a booking?

Go to My bookings, open the booking, and tap Cancel booking. You'll see the refund amount before you confirm. The refund follows the tour's cancellation policy (flexible, moderate, or strict) — see Cancellation policy for the exact windows and amounts.

When will I see my refund?

Refunds land back on the original payment method within 5–10 business days. Stripe processes the refund immediately from our side; the delay is your bank posting it.

What if the host cancels?

You get a full 100% refund automatically, regardless of the tour's cancellation policy. We also notify you as soon as it happens so you can rebook if you want.

During your tour

When do I get the meeting-point details?

Once the host confirms your booking. We send the exact address, a photo of the meeting spot, and a phone number to reach the host on the day. The meeting point is never shown on the public tour page — it's revealed to confirmed travellers only.

The host isn't at the meeting point — what should I do?

Call the phone number in your booking (it's on the meeting-point card). Give it 10 minutes — traffic and last-minute changes happen. If you still can't reach the host, contact us and flag it as urgent so it jumps our queue.

What should I bring?

The tour listing includes what's provided and what to bring. As a rule: comfortable shoes, water, sun protection, and your booking reference (or a screenshot of the confirmation). Meeting-point photos are worth checking the night before so you know exactly where to go.

Reviews

Can I leave a review?

Yes — after the tour is complete. We'll email a review prompt once the booking is marked as done. Reviews help future travellers pick the right tour and help hosts improve theirs.

Can I edit or delete my review?

You can edit your review while it's still in moderation. Once it's published, it's locked — reach out to support if there's a factual error we should look at.

Hosts

How do I become a host?

Start at Become a local guide. We check your ID and verify the destination you plan to host in before you can list your first tour. Verification usually takes a few business days.

What do the verified, gold, and platinum badges mean?

• Verified (raspberry) — identity checked and approved. Every active host has this.
• Gold (amber) — sustained high ratings, low cancellation rate, more completed tours.
• Platinum (blue) — the top tier: strongest reviews, highest reliability, longest track record.

See Trust & Safety for the exact requirements.

How do host payouts work?

Payouts land in the host's Stripe account within Stripe's normal timeframe — usually a few business days after the tour completes. Gollo takes a small platform fee out of the host's side of each booking; travellers don't pay extra booking fees on top. See How Gollo works for detail.

Account and data

How do I change my password?

• Web: profile menu (top-right) → Account & Privacy → Change password
• Mobile: Profile tab → Account & Privacy → Change password
• Can't sign in? Use Forgot password on the login screen — we email a reset link.

How do I change my email?

On web: profile menu → Account & Privacy → Change email. You'll get a confirmation email at both the old and new addresses to complete the change.

How do I export my data?

On web: profile menu → Account & Privacy → Export my data. We email a secure link to download an archive of your bookings, reviews, messages, and account data. Exports are rate-limited to one per 30 days.

How do I delete my account?

On web: profile menu → Account & Privacy → Delete account. There's a 30-day grace period — sign back in during that window to cancel the deletion. After 30 days, your account and personal data are permanently removed.

Still stuck?

If your question isn't here, we want to hear it. Every message goes to a real person on the Gollo team who replies within 24 hours.

Reach us:

• In-app — Help & Support (profile menu on web, Profile tab on mobile)
• Email — support@gollo.co

Include your booking reference if it's booking-related. See Contact us for what to expect.

Last updated: 4 August 2026