How this article can help you
This article helps you understand refund timelines, accepted payment methods and billing arrangements.
How long will it take to receive my refund?
If you paid by credit card, the refund will appear on your account within 5 to 10 business days. If you used a gift card, it is recredited immediately and can be reused for a new booking.
I still haven't received my refund
The refund is made automatically to your payment method, no action is required on your part. Usual timelines: credit card 5 to 10 business days, gift card immediate. If you were refunded to a gift card, remember to check the balance.
Refund to a gift card, how does it work?
The card is recredited immediately. No bank transfer. You can reuse it for a new booking.
The hotel cancelled, will I be refunded?
Yes, in full. If you paid with a gift card, the refund will be made directly to that same card. No bank transfer. The card is recredited immediately.
Can I pay on-site?
No, payment is made exclusively online through our platform at the time of booking. All transactions are secured by Stripe. Accepted payment methods: Sezame gift cards, Visa, MasterCard, Cartes Bleues, American Express, UnionPay, JCB and Discover.
Are online payments on Sezame secure?
Yes. All transactions are secured by Stripe, one of the world's leading online payment providers. Your banking data is encrypted and is never stored on our servers.
How can I obtain a receipt or proof of purchase?
We can quickly send you a receipt by email to serve as proof of purchase. Contact us specifying the email address used at the time of purchase.
Is it possible to have an invoice with VAT?
For a gift card, we can only provide a purchase receipt (gift cards are not subject to VAT). For a booking, the invoice with VAT is issued by the hotel once the experience has taken place. We can request this from the hotel on your behalf.
Can I receive an invoice in my company's name?
Yes. Contact us providing the company name, address and information to be included on the document. We will send you an appropriate receipt, or request the invoice from the hotel on your behalf.
I was charged twice for the same booking, what is happening?
This may be a card pre-authorisation (temporary) and an actual charge, which appear simultaneously on your statement. The card pre-authorisation is automatically released within a few days. If after checking with your bank the duplicate persists, contact us with the booking email address and the date. We will check in our payment system and process a refund for the overcharge.
I encountered an error during online payment, what should I do?
Don't worry, we will take over to finalise your booking on your behalf.
Please provide us with the following information:
First and last name
Phone number
Name of the desired experience
Payment method used (credit card and/or gift card, with the code of the latter if applicable)
Description of the problem encountered (lack of availability, error message, bug…)
Screenshot if possible
Once we receive these details, we will make the booking for you, then send you a secure payment link so you can pay with ease. The booking will then be confirmed.
Is it possible to combine a promotional code and a gift card?
No, both use the same "Add promotion code" button during payment. You will need to choose between your gift card or your promotional code for your booking.
I forgot to apply my promotional code when ordering, can it be added?
Contact us with your promotional code and your booking details (email address, experience name). We will see what we can do to resolve the situation.