Help Center

If your preferred date is not on the calendar, message the host first. Some hosts can adjust their schedule, and if not, comparing a nearby date or a similar experience is usually the fastest next step.

A private booking is just for your own group, while a regular booking can include other guests. Check the booking options on the experience page first, and message the host if the option is not visible.

It is for solo travelers who want the date confirmed even if the usual minimum group size is not met. If other guests join later, the extra solo guarantee fee is refunded.

Start with the included and excluded section on the experience page. Extra items like meals or personal purchases are usually explained there and in the host notes.

Review the experience details and the host profile together for walking intensity, language notes, and any restrictions. If you are unsure, message the host before booking and explain who is joining.

The available methods depend on the current flow. The methods shown on your payment page are the ones you can use for that booking or request right away.

If card payment is still being prepared or is temporarily unavailable, you can continue with bank transfer. Follow the fallback message shown on the payment page.

The deadline shown on your payment page is the rule for that order. Experiences are usually canceled after about 2 hours without payment, and custom services usually after about 1 hour.

Card payments move to the next step once payment verification finishes, while bank transfer moves after the deposit is confirmed. Experiences become confirmed bookings, and custom services move into host recruitment.

The platform fee covers shared operating costs such as payment operations, customer support, and safety protection. If it is shown separately, you can review it in the payment summary.

Yes. Each person can book the same time slot separately and then message the host to say you are part of the same group. Matching the time slot first is the important part.

For experiences, the chat opens once the booking is confirmed. For custom services, the direct coordination starts after you choose a host and the match is complete.

The full reply lives in the inbox, while notifications let you know that something new has arrived. If you want the actual conversation, the inbox is the source to return to.

It helps to share your final group size, arrival timing, preferred language, food allergies, mobility needs, or anything else that affects the day. A little context makes the host’s preparation much easier.

Recheck the receipt or payment-complete page for the bank details and payment deadline first. If you already paid and the status does not move for a while, contact support and the follow-up will continue in your inbox.

Tipping is voluntary and not required or expected. In practice, many guests choose a small thank-you gesture instead, such as buying coffee or food. What should be avoided is turning it into a large off-platform cash payment or any extra money request that was never agreed in advance.

At the moment, experience-day or past-date cancellations are non-refundable. Otherwise, cancellations on the payment day are refunded 100%, up to 20 days before the experience are 100%, 8 to 19 days before are 80%, 2 to 7 days before are 70%, and 1 day before is 40%. If the host cancels or the team confirms the experience could not proceed, the booking is fully refunded.

Experiences start on time, so arriving late or not showing up can mean you cannot join and the request is treated like a same-day cancellation. If you are running late, message the host as soon as possible.

Light rain often still goes ahead, but the host may cancel for safety when the weather becomes severe. Safety-related cancellations are handled as full refunds.

Those cases require the team to confirm what actually happened before finalizing the full refund flow. Until that review is complete, the booking can stay in a pending review state and the outcome is sent through status updates and notifications.

Once the cancellation is approved, the refund request is sent to the card issuer or payment provider right away. Card issuers often take about 3 to 5 business days, while debit cards can appear sooner.

Once a booking is confirmed, direct date changes are generally not available. In most cases, the safer path is to cancel and rebook, with the current cancellation policy applied to the original booking.

You write the request, complete payment, wait for host applications, compare applicants, and choose one host to confirm the match. After that, the detailed coordination continues in the inbox.

Only paid requests are opened to hosts for real applications. That payment step signals that the schedule and request are ready for hosts to review seriously.

Be specific about the city, date, start time, required languages, your goal, and the kind of support you need. The clearer the situation is, the easier it is for the right host to apply quickly.

The current pricing and matching flow for custom services is designed around requests of at least 4 hours. It keeps the request realistic for travel time, coordination, and host availability.

No. Before payment is confirmed, the request stays closed and appears as waiting for payment. Hosts can only apply after the payment is complete.

The payment does not move directly to the host before matching is complete. It stays protected in the custom-service flow, and if you do not choose a host, the payment can be fully refunded.

Once an order has been created in a bank-transfer pending state, it needs to keep the same payment-state logic. That lock avoids breaking the order record halfway through the flow.

A paid request stays open for applications, and you can return to the request page to track progress. If no host is ultimately chosen, the payment remains protected under the escrow rule.

Compare their application message, languages, reviews, and introduction together. Once you choose the best fit, the match is confirmed and the next conversation continues in the inbox.

If no host is selected, the payment is not treated as a completed host match. In the current custom-service flow, that means the payment remains eligible for a full refund.

Use the request-detail page for status and the inbox for the actual conversation. Time, place, preparation details, and small changes are safest when they stay inside the message thread.

You can use it for restaurant bookings, accommodation inquiries, transport booking inquiries, stock or opening checks, and lost-item inquiries that need a Japanese phone call. Anything outside the current categories should be checked for scope first.

Restaurant requests focus on booking or availability, hotel requests on changes or general property questions, transport on taxi or shuttle inquiries, lost-item requests on recovery questions, and general inquiries on stock or opening checks. Choosing the right type opens the right form fields.

A request counts as one completed call as soon as the business answers the phone. That includes cases where the result is sold out or unavailable after they pick up.

Venues with deposits or cancellation fees, no-show-sensitive restaurants, and higher-risk bookings such as omakase or premium preordered-course restaurants may be restricted. Check the request guidance before paying.

Weekend replies can be slower, and a request can still be treated as completed if attempts were made during business hours but the venue was unreachable or already full. Updates continue in the linked inbox thread.

If the case grows beyond the standard scope or needs repeated follow-up calls, an additional request may be needed. The team will tell you first before moving into a larger follow-up.

Operational replies and call outcomes continue in the inbox thread tied to the request. New updates also appear in notifications, but the full record stays in the inbox.

Guests with a completed purchase can continue pre-trip questions more directly through Locally Care. Returning guests can also receive more seamless follow-up based on that ongoing relationship.

Tier 1 starts after your first purchase and marks the start of your relationship with Locally. Tier 2 opens for returning guests and focuses on earlier updates and closer care.

Tier 1 opens after your first purchase, and one more trip with Locally opens Tier 2. You can also see your current stage and next step in your account page.

Use the 1:1 inquiry flow at the bottom of Help Center or the Locally Care button when it is available to you. Replies continue in your inbox and new ones also surface in notifications.

At the moment, you can't change your login email directly from the account page. If it must be changed, you need help from support.

Password reset is not currently available as a separate self-service step. Please check the original login method or social sign-in option you used.

Our support team handles account deletion. Leave an inquiry from Help Center or the account page, and the follow-up will continue in your inbox.

Keeping payment and conversation on-platform protects both the payment record and the support trail if something goes wrong. Direct off-platform transactions break that protection, so they are not allowed.

Start with the host profile, languages, reviews, and introduction. Real guest reviews plus the host’s verified platform profile are the most reliable signals to compare.