Help Center

Welcome to the VibeGuide Help Center.

At VibeGuide, our goal is to help travellers explore Türkiye with verified local guides through safe, transparent, and unforgettable experiences.

On this page, you'll find answers to the most frequently asked questions about bookings, payments, guides, cancellations, account management, and security.

What Is VibeGuide?

VibeGuide is a travel platform that connects travellers with verified local guides and carefully curated experiences.

Our platform offers three different experience models:

VibeNow

Instant guide matching. Match with an available guide near you within minutes and start exploring right away.

VibeSquad

Shared group experiences. Share the guide cost with other travellers, meet new people, and enjoy experiences at more affordable prices.

Private Tours

Private guided tours. Experiences planned entirely for you based on a specific date, time, language, and interests.

What Can I Book on VibeGuide?

Experiences may vary by city, season, guide availability, and local conditions.

Example experiences:

• Instant local experiences (VibeNow)
• Private guided tours
• VibeSquad group experiences
• Cultural and historical city walks
• Gastronomy and food experiences
• Museum and heritage tours
• Bosphorus and neighbourhood explorations
• Balat, Galata, and Old Istanbul routes
• Cappadocia and Ephesus experiences
• Personalized travel itineraries

How Does VibeNow Work?

VibeNow is designed for fast guide matching.

Availability depends on factors such as guide proximity, demand intensity, weather conditions, and operational status.

How it works:

1. Open the app.

2. Select a nearby experience.

3. Send a request.

4. The system instantly notifies available guides.

5. A verified guide accepts your request.

6. The guide's details and the meeting point are shown to you.

7. Meet your guide and start the experience.

If no suitable guide is found within a certain time, you can try again.

What Is VibeSquad?

VibeSquad allows travellers to form a group and share the guide cost.

With VibeSquad you can:

• Meet new travellers.
• Benefit from more affordable per-person prices.
• Join an existing group.
• Create your own group.

A VibeSquad experience is confirmed only when the following conditions are met:

• The minimum number of participants is reached
• Guide availability
• Successful payment authorization

Can I Book a Private Tour?

Yes. Private tours are ideal for:

• Families
• Couples
• Business travellers
• VIP guests
• Travellers with special interests
• Visitors with specific language needs
• Users who need accessibility support

Are Your Guides Verified?

Yes. VibeGuide works with verified local guides and, where required by Turkish legislation, provides services with licensed tourist guides.

The verification process may include:

• Official identity verification
• License and badge (kokart) check
• Selfie verification
• Language-proficiency review
• Experience assessment
• Administrator approval

Guide reliability is regularly assessed based on criteria such as completion rate, on-time attendance, user feedback, and operational performance.

The following badges may be shown on guide profiles:

• Licensed Guide
• Founding Guide
• Multilingual
• Experienced Guide
• Editor's Choice

User reviews and ratings may be published after certain eligibility criteria are met.

Can I Share My Preferences Before the Tour?

Yes. During booking, you can share the following preferences:

• Vegetarian or special dietary preferences
• Child-friendly route requests
• Photo-focused experiences
• Accessibility needs
• Hidden places or local experiences

This information is used only to plan the experience.

How Do Payments Work?

All payments are processed through secure and licensed payment institutions.

VibeGuide does not store your full card number, CVV code, or sensitive payment details.

Depending on the booking type:

VibeNow

Payment is taken when the guide accepts the booking.

VibeSquad

A pre-authorization may be applied when you join the group. If the group is confirmed, the charge is taken. If the group does not form, the authorization is released.

Private Tours

Unless stated otherwise, payment is taken at the time of booking.

Can I Cancel My Booking?

Yes. Refund eligibility depends on the following criteria:

• Experience type
• Time remaining until the experience
• Whether a guide has been assigned
• Group confirmation status
• Provisions of the Cancellation & Refund Policy
• Applicable consumer legislation

Please review the Cancellation & Refund Policy for the current conditions.

What Happens If My Guide Cancels?

Where possible, an alternative guide, alternative date, or alternative experience is offered.

If no suitable solution is found, a full refund may be issued.

Guides who repeatedly cancel may have their accounts suspended.

What Happens If I Am Late?

Participants are responsible for arriving on time at the specified meeting point.

If you are late:

• The experience duration may be shortened,
• The experience may be rescheduled,
• The booking may be treated as a no-show.

If possible, it is recommended to contact your guide through the app.

What Happens If I Don't Attend the Experience?

If you do not attend without cancelling, the booking may be treated as a no-show.

No-show bookings are generally non-refundable.

In exceptional cases, you can raise an objection via the booking screen.

Can My Guide and I Pay Each Other Directly?

No. Off-platform payments and bookings are prohibited.

All bookings and payments must be made through VibeGuide.

This is applied to protect safety, refund protection, dispute resolution, and booking records.

How Are Refunds Issued?

Approved refunds are sent to the payment method used at the time of booking.

Depending on the bank, transactions are usually completed within 5–14 business days.

Can I Share My Tour With My Contacts?

Yes. With the "Share My Trip" feature, you can create a private link.

The people you share the link with can view your guide's name and live-location details during the experience.

The link:

• Can be disabled at any time.
• Automatically expires when the experience is completed.

Is My Personal Information Safe?

Yes. VibeGuide uses HTTPS/TLS encryption, Firebase Authentication, security-verification systems, and licensed payment infrastructures.

Payment data is processed by licensed payment institutions. VibeGuide does not store full card details.

VibeGuide aims to comply with applicable data-protection legislation, including the KVKK and, where applicable, the GDPR.

Can I Delete My Account?

Yes. You can delete your account from within the app, via the Account Deletion page, or through support@vibeguideapp.com.

Some records may be retained due to tax legislation, accounting obligations, fraud prevention, security reviews, and payment disputes.

Safety Rules

• Make your bookings only through VibeGuide.
• Do not make off-platform payments.
• Be respectful toward guides and other participants.
• Comply with local rules and safety instructions.
• Protect your personal belongings.
• Be at the meeting point on time.
• Report suspicious behaviour.
• Use the Share My Trip feature if needed.

How Can I Report a Problem?

Sharing the following details in your support request will help:

• Booking number
• Date and time
• Guide name (if any)
• Screenshots
• Description of the problem

Support requests are reviewed as soon as possible. Security-related matters are prioritized.

How Can I Contact VibeGuide?

Support and General Questions: support@vibeguideapp.com

Privacy and Personal Data Requests: support@vibeguideapp.com

Legal Requests: support@vibeguideapp.com

Company Information

VİBECORE TURİZM SEYAHAT ACENTASI VE DİJİTAL HİZMETLER TİCARET LİMİTED ŞİRKETİ

Tax No: 9251328389

Trade Registry No: 12686

Beldibi Mah. Belmar Sk. No:9/1 İç Kapı No:4, Marmaris / Muğla / Türkiye

Email: support@vibeguideapp.com

Phone: +90 530 828 76 96

Related Documents: Privacy Policy · Data Protection Notice (KVKK) · Terms of Service · Cancellation & Refund Policy · Delete Your Account