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Help Center

  • Booking Process
  • Payment Process
  • Coupons & Credits
  • Changes & Refunds
  • Account Settings
Ask Klook

Booking Process

Do I have to use my voucher on a particular date?

For most tours, activities, transport and WiFi, your voucher is only valid on the date you selected when booking. For most attraction tickets, you will be able to visit the attraction on any date within a select period. Please check the 'How To Use' section on the activity page or your voucher details to check your voucher's validity.

How can I book an activity?

Find your preferred activity or tour, select the relevant package, date and quantity, click 'Book' and continue to the payment page. Let the adventures begin!

What is instant booking? What does the lightning bolt sign mean? What do I do if I don't receive my voucher?

When you see 'Instant' on an activity, it means that when you complete the payment, you will receive your booking voucher within 5 minutes. If you do not receive a voucher please first check your Spam folder before contacting us.

In a rare case that you haven't received the e-voucher immediately after you book an 'instant' activity, our Klook Support staff will generally be in touch within 24 hours to assist you. For any urgent matters, do reach out to us at support@klook.com or call our hotline.

After I make a booking, how long will I wait to receive my voucher?

Different activities have different confirmation times which are indicated in the activity details. Most activities are either instantly confirmed or confirmed within 24 hours.

How do I know if my booking is confirmed?

Log into our website www.klook.com, access your profile by clicking on the top right-hand corner, then select 'Bookings' to view the confirmation status of your bookings.

You may also log into the Klook App and tap 'Bookings' (the third icon along the bottom) to check the status of your bookings.

What do I get after I book?

You will receive an Order Summary email, listing the activities you booked, as well as a separate email with your e-voucher attached. It will also be accessible within your account on the website and within your app account.

I have booked an activity but I have not received a confirmation by email. What do I do?

Please first check your Spam folder then email support@klook.com or call our hotline.

How can I get directions to the activity location?

Check the 'How to Use' section in the activity details and on your voucher for more information on the activity location and tips on how to get there.

Payment Process

How can I see how much it will cost?

First choose your preferred currency from the drop down menu on the website or within your settings on the app. Check the cost of your preferred currency by selecting the package and date, then adjusting the units to reveal the final amount payable. Kindly note that due to currency fluctuation, the cost of the same activity may change from time to time.

Whilst Klook does not charge any handling fee in addition to the amount stated on our platform, foreign transaction fees may be levied by your card's issuing bank if you pay in a non-local currency. Please check with your bank if you have any queries prior to making a purchase.

Which currencies does Klook accept?

Klook displays activity prices in a number of currencies including USD, HKD, SGD, TWD, EUR, GBP and more which you can change using the currency drop down menu. However, we currently only accept transactions in USD, HKD, SGD and TWD (excluding AMEX card). All Southeast Asian currencies except PHP will be charged in SGD, while any other displayed currencies you select will be charged in USD. Klook does not charge any service fees or additional fees. If for some reason you see any extra fees, please check with your credit card issuer.

How can I pay?

You may choose to pay by credit/debit card, or PayPal.

Can I pay by cash?

As Klook is an online platform, unfortunately we do not accept cash payments. All bookings must be made over our website or app (available on iOS and Android).

Do you have a physical office for me to buy from?

Unfortunately our physical office does not serve as a ticketing office.

I can't pay, help!

The issue is likely to be caused by one of the following situations:

a. If the Klook website works fine, but upon clicking 'Pay', the page doesn't load --> Please refresh the page, or try again later.

b. Your card is rejected --> Please try a different card. Most common bank cards are accepted but please note that we only accept Visa or MasterCard (and Amex for HKD transactions only).

c. You have chosen PayPal as the payment method using your credit card and you are being forced to sign up as a PayPal member --> Unfortunately the actions of PayPal are out of our control, we advise you to sign up for PayPal in order to pay.

If you are still experiencing problems, please contact our hotline or email support@klook.com.

I received two PayPal receipts for one booking. Did you charge me twice?

Normally PayPal will only send out one receipt. The error might be due to a system hiccup from PayPal. Please email support@klook.com with details of your booking and we will confirm how many bookings we have received.

Is my payment secure?

You can be safe in the knowledge that we're using third party secure payment gateways to process your payment. If you choose to 'save card information', your credit card and debit card details are tokenized and encrypted and stored securely with our payment gateways.

Coupons & Credits

How can I get Klook credits?

You get Klook credits every time you book an activity. We offer rebate in the form of Klook Credit at 5 - 10% of the booking value for each activity completed. 10 Klook Credits = 1 HKD. Adjust the currency settings to view the equivalent dollar amount of your accumulated credits. The more activities you complete, the more credits you'll earn.

How can I use credits?

Once you have collected more than 10 credits, you may use these credits towards your next purchase.

On our website, you can apply your credits by ticking the box in the 'Promotion' section of the check out page when making a booking.

When making a booking on our app, after entering the relevant Traveler's Information, you can choose to 'Redeem Klook Credits' on the following page. Choose 'Select Credits' to determine the amount of credits you wish to apply to the booking.

Will Klook Credits expire?

Credits are valid until 31st December the year following the year you received the credits. For example, credits received on 1 Jan 2017 will expire on 31 Dec 2018. Credits received on 31 Dec 2017 will expire on 31 Dec 2018. Credits will automatically expire after this time.

How can I redeem a promo code?

On our website, you can click to enter a promo code in the 'Promotion' section on the checkout page.

The discount will be deducted from your order before the payment page, please check the correct discount has been applied before you confirm payment.

On our app, after entering the relevant Traveler's Information, you can tap 'Apply Promotion Code' on the following page, enter the Promotion Code and tap 'Redeem' to apply the special offer that is applicable to your booking.

Alternatively, you may access your account by click the icon in the bottom-right corner of the app, then tap 'Promotions', where you can enter and save the Promotion Code for future use.

What are coupons?

On the Klook App, when you enter a promotion code into the 'Promotions' section of your account, you will be issued a coupon which will be saved in your account. You can apply this coupon at check out on future bookings (within the redemption period).

How do I earn credits for inviting my friends?

You can share your unique referral code or link to invite friends to sign up to Klook. Every friend you invite will receive HK$25 (US$3.2) in Klook credits. When that friend books and completes a Klook experience, you will also receive HK$25 in Klook credits.

My friend booked an activity but I still haven't received my credits, what happened?

You will receive your Klook credits only after your friend completes the experience. For example, if your friend books a tour today for a date in 2 weeks' time, you will receive your credit in 2 weeks after your friend finishes the tour. Please allow 24 hours for the credit to appear in your account.

What should I do if I need help?

Our friendly Support Team is available to assist you in English, Cantonese and Mandarin, by email to support@klook.com, or via online chat.

Klook provides 24 hour support

Changes & Refunds

Can I get a refund?

Please check the cancelation details of your activity to see if you are eligible for a refund. In the rare case that an activity that you have booked is canceled, we will give you the option of booking an alternative date or requesting a full refund.

For other changes or refund enquiries, please call our support team or email support@klook.com.

I still haven't received my refund, what happened?

If your initial payment was made via PayPal, the refund will be processed instantly after we file the refund. If you paid by credit card, it usually takes 5 - 7 working days, or up to 30 days for certain banks, for you to receive the refund in your account.

If after these time scales you have still not received your refund, please email support@klook.com.

How do I change information about my reservation after I make a booking?

Please email support@klook.com and we will do our best to make the changes for you.

How can I claim a refund?

First, please check the cancelation details of your activity to see if you are eligible for a refund. Then email support@klook.com or call our hotline and we will help process your request.

Account Settings

How do I create an account?

You can sign up using your email address or via Facebook login.

How can I reset my password?

Log into our website www.klook.com, click on your profile in the top right-hand corner, then select 'Settings'. Enter your current password, and the preferred new password. Note that your password is case sensitive and must include at least 8 characters, including 1 number.

What should I do if I forget my password?

Visit our website www.klook.com, click 'Log In', then 'Forgot Password'. Enter the email address that you used to create your Klook account and we will send you a link to reset your password.

How can I change my email address?

Go to your profile by clicking on the top right-hand corner, then select 'My Account'. Enter your preferred email address and click 'Save' at the bottom of the page.

How do I delete my account?

For more information, please contact us via email to support@klook.com.

Why was my account deactivated?

For more information, please contact us via email to support@klook.com.

Ask Klook

Please reach out via our online chat or through email using the inquiry form below. Service is available 24 hours, 7 days a week

Type of Question

(You currently have no bookings, so some options may be unavailable to you)

Amend Booking

Cancel Booking

Check Status of Existing Booking

General Inquiry

Report a Website Problem

Common Questions

After I make a booking, how long will I wait to receive my voucher?

Different activities have different confirmation times which are indicated in the activity details. Most activities are either instantly confirmed or confirmed within 24 hours.

Which currencies does Klook accept?

Klook displays activity prices in a number of currencies including USD, HKD, SGD, TWD, EUR, GBP and more which you can change using the currency drop down menu. However, we currently only accept transactions in USD, HKD, SGD and TWD. Any other display currencies you select will be charged in USD. Klook does not charge any service fees or additional fees. If for some reason you see any extra fees - please check with your credit card issuer.

How can I see how much it will cost?

First choose your preferred currency from the drop down menu on the website or within your settings on the app. Check the cost of your preferred currency by selecting the package and date, then adjusting the units to reveal the final amount payable. Kindly note that due to currency fluctuation, the cost of the same activity may change from time to time.

Whilst Klook does not charge any handling fee in addition to the amount stated on our platform, foreign transaction fees may be levied by your card's issuing bank if you pay in a non-local currency. Please check with your bank if you have any queries prior to making a purchase.