Welcome to the Help Center. How can we assist you?

To register on SMexperiences from a PC, you have to click on the right side of the navigation bar, where the profile icon is located. When you click on profile>register or log in. If you don't have an account yet, you can register with just your name and email or through a Google session. Once you have filled in the fields, you must accept the terms and conditions. The next step is to confirm your email, as an email will be sent to your account where you can definitively confirm your account. Once confirmed, you can start browsing... have a nice trip!

Once registered, you can access from the profile icon located in the top right of the navigation bar. Simply with your email and password, or with your google account, you can access by clicking on the profile icon where you should already see your username.

To access your account information, you must click on the profile icon with your username. Once in my account, on the left side you will see a menu, in that menu click on account, you can see your email and password, if you want to change your password you can do it easily by following the steps indicated. Each email is assigned to a user, so to change your email you must delete the current user and create a new one with the new email.

To access user information, you must click on the profile icon with your username. Once in my account, on the left side you will see a menu, click on profile in that menu, from there you can change and complete all your details. Once you have made all the changes, do not forget to save them so that they remain.

If you do not receive notifications regarding your bookings or newsletter, etc., you can access your account information by clicking on the profile icon with your username. On the left side, you will see a menu, click on notifications in that menu, from there you can activate or deactivate all notifications according to your preferences.

To delete your account and with it all your data, booking information and history you must access through the profile icon that you will see with your username. Once in my account, on the left side you will see a menu, in that menu click on account, you will see delete account, read it carefully and at the bottom you will see in red "I want to delete my account". If you click and confirm, you should receive an email confirming that your account has been deleted.

When you click on any of the selected activities, either on the title or the image, a detailed page of that activity will open. There you will find all the information: Activity title, photos, general description, what's included, what's not included, what to bring, recommendations, pick-up point or points, cancellation policies, and additional information.

You can find this information and all the details of the activity on the detail page of each of the activities. There is a menu at the bottom of the navigation bar that will help you easily and quickly find all the information regarding the selected activity.

You can find this information and all the details of the activity on the detail page of each of the activities. There is a menu at the bottom of the navigation bar that will help you easily and quickly find all the information related to the selected activity.

You can find this information and all the details of the activity on the detail page of each of the activities. There is a menu at the bottom of the navigation bar that will help you easily and quickly find all the information regarding the selected activity.

You can find this information and all the details of the activity on the detail page of each of the activities. There is a menu at the bottom of the navigation bar that will help you easily and quickly find all the information regarding the selected activity.

Once you have selected the activity you want to purchase, you must choose the number of participants and check availability on the calendar. After completing this step, you will see the total amount and can proceed with the booking purchase. You will be asked for your contact details to proceed with the payment, where you will need to provide your card details. Once the payment is confirmed, you should receive the confirmation of your booking and your voucher or Digital QR code in your email. If you are registered, your booking will appear under "my bookings".

You can gift any activity using gift cards or gift vouchers, whether you want to purchase it in full or partially.

Through a code, which is entered before the payment operation and will deduct the amount from the total price of the activity you are booking.

You will receive a confirmation email of the booking along with your voucher or digital QR code, but you can also confirm it in your profile, as all your bookings can be viewed and managed in "my bookings". If it doesn't appear and you haven't received a confirmation email, please contact us through costumers@smexperiences.com or any of our contact methods.

The best thing to do is to contact the provider to report the incident and explore the different options to make the change.

The best thing is to get in touch with the supplier, to report the incident and see the different options to make the change.

No, as the activity provider may be different from the activity already booked. It would be best to cancel the activity and make a new reservation for the new activity. If you encounter any complications, you can contact us so we can assist you in the process.

It can be done, as long as the provider allows it, so for this type of procedures we suggest contacting the provider directly.

If the provider considers that the conditions are not suitable to carry out the activity safely, they may cancel it, notifying users with the maximum possible advance notice. Obviously, if the provider cancels, the refund will be full. The provider may offer an alternative date to the customer before issuing the refund.

Cancellation policies are chosen by the provider for each of their products. They are as follows: 

Flexible

• Free cancellation before 24 hours from the agreed start time of the activity. 
• Cancellations within 24 hours of the activity start time will not be refunded. 

Moderate  

• Free cancellation before 3 days from the activity start time. 
• Cancellation between 72 and 48 hours from the activity start time will be refunded 50%. 
• Cancellations within 48 hours of the activity start time will not be refunded. 

Strict 

• Free cancellation before 7 days from the activity start time. 
• Cancellation between 7 and 3 days from the activity start time will be refunded 50%. 
• Cancellations within 72 hours of the activity start time will not be refunded. 

Very Strict (for trips, journeys, and events over 1 day) 

• Free cancellation before 21 days from the activity start time. 
• Cancellation between 20 and 15 days from the activity start time will be refunded 25%. 
• Cancellation between 14 and 4 days from the activity start time will be refunded 50%. 
• Cancellations within 72 hours of the activity start time will not be refunded.

Cancellations by providers 

The provider may cancel under these options: 

1. Adverse weather conditions 
2. Force majeure 
3. Insufficient capacity 
4. Due to accident or illness 

In any of these cases, the provider must explain in detail the reason for the cancellation in a descriptive text.

In the user profile, each user can access all their bookings and manage them. One of the options available within each booking is cancellation. Once the booking has been cancelled, the user will receive an email with the corresponding cancellation confirmation and, if applicable according to the cancellation policy, a full or partial refund of the booking amount will be processed.

If the activity is cancelled by the provider, they will offer an alternative date in case the activity can be rescheduled. If this date is not compatible with the user's availability, a full refund of the amount paid for the activity reservation will be processed.

SMexperiences, through its payment platform, accepts a wide variety of card payment methods, both international and local, depending on the customer's country. We accept credit and debit cards from the following major networks: 

• Visa (including Visa Debit) 
• MasterCard
• American Express (accepted in most countries, except for exceptions such as Brazil, Malaysia, Thailand, and the United Arab Emirates)
• Discover and Diners Club (accepted in the United States, Canada, Japan, the United Kingdom, and certain countries in the European Economic Area)
• Other local cards (such as Cartes Bancaires in France or Interac in Canada), availability may vary depending on the country of the account and the customer.

You can request a refund for the activity as long as it complies with the cancellation policies that apply to the reserved activity. You can also request a refund in the event of a justifiable serious reason, as long as the activity has not been carried out. In this case, it will be up to the provider to determine whether a refund is appropriate or not.

The refund will be processed using the same payment card that was used for the purchase.

The gift will arrive via email (perfectly designed for the occasion), where the sender's name can be displayed if desired.

You will receive a confirmation email, along with a digital voucher or QR code, which you will present at the time of starting your activity.

At SMexperiences you can hire a multitude of activities, which we describe below so you can clearly see what each one is. You can hire activities, Tours, both private and regular, and events. 

What is an activity: Recurring activity that takes place on different days with one or more departure times, such as Hiking, snorkeling or kayaking. 

Private Tours: Recurring circuit tours with included transfers for closed groups. 

Regular Tours: Recurring circuit tours with included transfers for open groups.

Event: Activity with a unique date that takes place on a specific occasion. It may or may not be repeated, such as... Climbing course / Skiing and snowshoeing at New Year's Eve / Hiking on Easter / Hiking for a specific date

At SMexperiences you can find a wide range of activities to do in the destination you choose. When you enter, you will find both in the top menu and in a search bar, the quickest way to search for activities that may interest you. You can also search by the destination you choose and see what activities are available in that destination, as well as having multiple filters and aids to find what you are looking for. Once you select the desired activity, you will see all the information related to it, as well as its price and availability. From there, you can purchase this activity from our web App and then make the payment securely through our platform.

On our platform, you can also manage your bookings, give activity gifts, or buy gift vouchers.

Here you will find us to help you with whatever you need. Send an email Write to our team, we will be happy to help you info@smexperiences.com Start chat Chat in real time with our agents to advise you through our WhatsApp channel +34 648286122 Call customer service We are available 7 days a week +34 648286122 Lines are open during business hours between 09:00 and 19:00.