How to contact your guide
Changes to the activity by your guide
Your guide may alter the itinerary, objective, or activity plan at any time due to weather, safety concerns, group ability, or unforeseen circumstances. These changes don't qualify for a refund unless the guide chooses to cancel the activity entirely.
If a guide determines your skill level doesn't meet the requirements and poses a safety risk, they may remove you from the activity. No refund is issued in that case, so be honest about your ability when booking.
How to contact your guide
- Open your booking.
- Tap Message Guide to start a conversation.
- You can message your guide before or after the experience to ask questions, confirm details, or share feedback.
All communication with guides happens within Oak's built-in chat, so you can keep everything in one place.
How to resolve an issue with a booking
- Try to resolve the issue directly with your guide first.
- If that doesn't work, contact Oak Support with documentation of the issue (screenshots, messages, booking details).
- Oak can provide mediation assistance where possible, but Oak is a platform connecting you with independent guides — Oak is not the activity provider.
