If you get stuck on the payment screen, or your transaction is not confirmed, there are several reasons why this could happen. Perform the following checks to locate the issue:

1. Check your internet connection. If your connection is slow or not secure, online transaction may be aborted for security reasons. This may happen if you are trying to book on public WiFi (like on an airport or train station), or when connecting to a busy hotspot (like a cafe or restaurant).
2. Make sure you didn’t perform an online transaction shortly before. If you perform multiple online transactions with the same information in a short timespan, an anti-fraud protection prevents duplicate transactions for protection against theft. This may also happen, if you made a mistake when entering your card details or CVV number and re-entered them. Wait for a few minutes and try again.
3. Check if your online payment system is down. If you are paying via online banking, visit your bank’s website or phone application to ensure that your bank is still up and running. If you are using an electronic payment system like PayPal or SEPA, visit their website to check if their services are temporarily down.
4. If you are paying with card, verify if it is valid. When your card is declined, it is usually because it went past its expiry date, or you have reached the maximum number of transactions. Try a different method or contact your bank.

If these steps won’t resolve the issue, send us an email. We will attend to your email within 24 hours.

The booking fee is refundable until 24 hours before the start time of the cancelled tour. From the €1,89 that you pay per person, €1,50 per person will be refunded to your account. The transaction fee of €0,39 per person is non-refundable.

Please note that it may take up to 10 days before you see the refund in your account. For more information, visit our Cancel & Refund Policy page.

Didn’t receive a cancellation email? Send us an email, mentioning the 4-digit order number that you received (check your email for reference). We will make sure you receive the amount to your account.

When you join a tour, you are charged a €1,89 booking fee per attendee. These costs cover the following:

€1,50 booking fee:

• A guarantee of your reservation, both for you and for us.
• Our work on the backend, organizing & managing our tours and guides.
• Marketing & website maintenance, so you can find us when looking for the best tour in Rotterdam.
• Being there for you when you contact us!

€0,39 transaction fee for electronic payments

The booking fee can be paid when you make an online booking, or at the start of the tour with a credit/debit card. For more information about the fee and our cancellation policy, visit our Booking Fee & Cancellation Policy page.

The bookings fee is for the Free walking tour community 

For the tour guides the amount you tip is up to you, Free tours have no fixed cost, and the amount you pay is up to you!

No problem! You can cancel the tour at anytime in your confirmation email through this button:

You can make a new reservation on your preferred date & time. If you need further assistance, send us an email.

Our booking system allows reservations for a maximum of 6 people per booking. Our experience shows us that other attendees appreciate smaller groups within the tour. It keeps the tour up to speed and it’s easier to make new friends between smaller groups. We kindly ask you to respect this.

If you are visiting with a larger group, consider booking a Private Walking Tour of Rotterdam. You will have full attention of your own guide and it leaves more space for improvisation during the tour.

Do you still wish to join a Free Tour with a group larger than 6 people? If we have enough availability, you can make multiple reservations in our booking system under the same name and email address.

All tours for this date are fully booked. Please consider another date or time to come and see Rotterdam.

If you really want to come on this date and have a larger group, consider taking a Private Walking Tour of Rotterdam. You can enjoy Rotterdam with your own private guide!