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Customer FAQs

Frequently Asked Questions

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Sometimes you just want to ask for help. And that's OK. We are here for you!.

Billing Questions
Does Eat Sleep Play Go charge a booking fee?
No extra fees are charged to our customers.  You can book as you would through any site, and pay only the cost of the experience listed!
What payment methods do you accept?
All major credit card and PayPal transactions are accepted on our site.
Do you accept payments other than via Stripe or Paypal?
Unfortunately at this time we do not. Rest assured though, PayPal and Stripe offer many options for payments and they are adding more all the time.
My payment cannot be processed by Stripe or PayPal, what can I do?
Unfortunately Eat Sleep Play Go cannot process payments via processors other than PayPal and Stripe at this time.  All transactions are handled by these processors.  We recommend contacting PayPal or Stripe to find out why you are having trouble.  You could always try contacting your bank as well.
I see that you are a global brand, what currency do you accept?
While it is true we are a global brand, and you can choose to view experiences in different currencies, all payments are processed in GBP.  Your credit card/bank may charge you a fee if GBP is not your country's currency.
Booking Questions
How far in advance can I book?
As far as the vendor allows.
Where can I view my bookings?
All account information, including any and all of your purchases with Eat Sleep Play Go, can be viewed and managed in your Dashboard.
I've messaged a vendor asking a question but have not received a response, what can I do?
All vendors on our site should respond to your message within 1 business day.  If you haven't heard from them within this time frame, please contact Eat Sleep Play Go as soon as possible and we will sort it out for you.
I've booked an experience with a vendor and they never showed up, what should I do?
We take our efforts to provide you with enjoyable experiences seriously, and if you have not heard from the vendor about a cancellation or refund please contact Eat Sleep Play Go right away. We will get in touch with the vendor and make it right.
What happens if I can't show up to an experience I've booked?
If life happens and you miss your experience, unfortunately there might not be much that can be done.  We encourage you to get into contact with the vendor as soon as you can, as at times something can be arranged. But at the end of the day, our vendors are running a business, and a no show expense may not be something that they can recoup.  Please bear this in mind when reaching out to the vendor.
I did not receive a confirmation email for an experience I just booked. Is my experience booked?
The first thing you should do is check your spam folder.  If you find no email in your spam folder, you can always click on your user account dashboard and navigate to bookings.  This will list all of the bookings you have made.
An experience I want to book is not offered on the day and time I would like to book it. Do vendors have other availabilities?
Maybe. Vendors list availability on Eat Sleep Play Go and update it constantly.  We recommend checking back frequently as times and availabilities may change.  Alternatively, you could contact the vendor directly from the listing page and see if they are available on the date and time you desire.
Experience Questions
What if I have a question about the experience?

You can message the vendor directly from the listing page, should you have any questions.

What if I want to share my experience?
We encourage you to share a review of your experience on our site so that others can learn from you and try something they otherwise may not have tried! All experiences have the ability to be shared via social media as well, so share away!
What if I encounter a problem with my experience?
We encourage you to discuss any issues you come across with the experience vendor.  If your issue cannot be resolved with your experience vendor directly, please contact Eat Sleep Play Go and we will work with you to fix it.
Are all of your experiences family friendly?
Yes! All experiences on Eat Sleep Play Go are family friendly.  Our quality control process ensures each and every experience listed with us is in line with our philosophy 'Make it fun for them, too!'
If I'm not happy with my experience, or it was not described accurately, what can I do?
It is important to us that you enjoy the experience you booked through us.  We make every effort to ensure our experience listings accurately reflect the experience itself.  If the experience did not match the listing, you can report it using our report listing feature or contacting us directly.  We also encourage you to leave a review of the listing itself.  If you are truly unhappy with the experience, we recommend contacting Eat Sleep Play Go for a refund.
I've noticed that some experiences have adult and child prices and some do not. Can you explain?
Our vendors set their own prices.  Some charge different rates for children and adults, and some do not.  Pay close attention to the vendor's description, as some experiences are for children only.  The listing details will reflect the vendor's pricing structure, as well as any age restrictions.  If you're still not sure, feel free to message the vendor for more information.
How do I know if an experience is appropriate for my child's age?
When applicable, our vendors will specify any age restrictions on their experience listing. You may also be able to see in their pricing/ticket list any age ranges that may differ in price.
I have special dietary requests or food allergies, can I still book food related experiences?
We want you to enjoy any and all the experiences we list on our site.  The best way to ensure that any dietary requests are accommodated, or food allergies are addressed, is to contact the vendor directly prior to purchasing the experience.  Many times with these types of experiences, food allergens will be listed within the description as well.
English is not my first or preferred language, are experiences offered in other languages?
Every vendor is different.  Some of our vendors offer experiences in other languages besides English and some do not. Make sure you read the full listing description and always contact the vendor prior to purchasing if you have any questions.
Support Questions
I have encountered an error on your website, what do I do?
Well, that's embarrassing. If you find any issue with our site at all, please let us know, we'll get right on it.
I visit a certain location often with my family. Is there a way to save my favorite experiences so I can check back at a later time?
Of course! Click the heart button at the top of the experience listing to add it to your 'wish list.'  To recall the wish list, simply login to Eat Sleep Play Go and click on the heart icon on the top right, next to your profile picture, and all of your favorited experiences will be there.
My question is not on this list, what should I do?

We know that not all support options work for everyone.  With that in mind, we have created a few ways for you to get answers to your questions quickly.

You can search our Knowledge Base for answers to both common and complex issues here.

If you cant find what you are looking for, you can always submit a support ticket.  In order to create s support ticket, you first have to register as  a user on our site. 

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