FAQs Visitor

What is MYLOPY?

MYLOPY is a desktop and mobile friendly platform that enables travelers to connect with local people. The local people, or, as we call them, the Lopys, offer their services in order to help visitors discover their city and live unique experiences.

Book a trip

  • How can I find a trip?

    First of all, visit the MYLOPY website and select a destination. Once done, you will be able to find a great number of activities. However, all categories are mixed up; so be sure to pick your favorite categories in the filters - it will facilitate your search

  • How can I book a trip?

    Once you have found a trip that you are interested in, you will be given two options: to contact the Lopy to ensure that they are available at the desired time, or to book instantly the trip if the Lopy enables you to do so.

  • What is the difference between an “instant booking” and a “booking request”?

    A booking request needs the approval of the Lopy to book the trip. Once you have submitted a booking request, you will have to wait for the Lopy to confirm (or decline) it via the MYLOPY website. However, an instant booking is approved instantly. Therefore, you will only have to choose an available date to book the trip, which will be automatically confirmed. There is no extra-fees for an instant booking.
    In both cases, you are able to use the internal mailbox of the website to get in touch with the Lopy, before or after the booking

  • May I get in touch with a Lopy to ask for more information?

    Of course! You can use the secure internal mailbox MYLOPY provides you with in order to ask for more information about activities that have caught your attention, before even booking them.
    To send a private message to a Lopy, you must first sign up to be part of MYLOPY’s community, and be able to log into your account. Your personal user account then enables you to send and receive private messages

  • Why can’t I call or send an email to a Lopy before booking?

    In order to ensure safety and confidentiality for our community, communication between visitors and Lopys can only be initiated through our website’s messaging system. If you need more information about the trip, you can use our internal mailbox which, we assure you, is totally secure.

  • How long can it take for a Lopy to answer to a booking request?

    A Lopy must confirm or decline a booking request within 24 hours.

  • How can I know if a Lopy confirmed my booking request?

    Once the request has been officially confirmed or declined by a Lopy, you will receive a notification by email. Your booking will also appear as “confirmed” in your dashboard. If not, it means that your booking request is still pending

  • What happens if my booking request is declined or expires?

    A Lopy must confirm or decline a booking request within 24 hours. If the booking is not confirmed or declined within the 24 hours, it will expire automatically.

User account, password and profile

  • How do I create a user account?

    Signing into MYLOPY is completely free! You can register either by entering your email address or by logging in with your Facebook or Google existing account. Using the latter method is easier and faster as a part of your profile will be automatically filled out.

  • How do I update my profile?

    To update your profile, go to your dashboard (the menu located right next to your name and photo), and then click on the “My Profile” link to edit it.

  • Is it important to update my profile?

    It is important to update your profile and to fill it out entirely because it enables the Lopy to know more about you before confirming your booking request. A complete profile makes Lopys feel reassured and your booking requests will be more likely to be confirmed.

  • Who has access to my profile?

    The Lopys you get in touch with or the Lopys in charge of the trip that you’re interested in are the only ones who can access your profile in order to learn more about you.

  • Can I change the email address I registered with on MYLOPY?

    You can change the email address you registered with on MYLOPY by logging into your dashboard, and the “edit your profile” section. You can change your email address anytime you want. We recommend you, however, to pick an address mail that you frequently use so you will be able to check on your notifications on time.

  • What can I do if I forget my password?

    If you forget your password and, therefore, cannot log into your account on MYLOPY, simply click on “Forgot your password?” and enter your email address. You will then receive an email that enables you to create a new password.

  • How can I delete my account?

    If you no longer desire to use your account, you can contact our staff and we will deal with your request.

Payment and refund

  • How and when do I have to pay for my trip?

    The payment process for a trip must be done when booking. If you wish to book a trip, select your preferred date before clicking on “Book”. A secure page dedicated to payment will then appear, on which you will have to type in your bank account details.
    The money will be deducted only when the booking is confirmed.

  • What methods of payment are accepted?

    There are two possible methods of payment on the MYLOPY platform: by credit card or Paypal. At the time of payment, you will have to type in your bank account details or log into with your Paypal account to pay your chosen trip.

  • What currencies are accepted?

    On MYLOPY, you can pay in different currencies, of you choice.

  • My credit card doesn’t work, what should I do?

    MYLOPY accepts different types of credits cards and all cards supported by Paypal. Before confirming your booking and proceeding with the payment, check the expiry date and all your other bank account details on your credit card.
    If your credit card still does not work after verification, we recommend you to contact your bank in case of a problem. Eventually, it is also possible to try paying with another method of payment

  • Why should I use MYLOPY’s payment system to pay the Lopy?

    MYLOPY’s payment system is totally secured. It enables users to conduct a transaction safely and effortlessly. It is very useful, offers different methods of payment and prevents from the risks of paying in cash onsite.

  • Does MYLOPY take a commission from my payment?

    MYLOPY takes a 15% commission on every paid trip in order to maintain the website.

  • Do I have to pay an extra-fee apart from my booking payment?

    You do not have to pay an extra-fee separately from your initial payment. All of the taxes are included in the price of your booking.

  • What happens if I cancel my booking?

    Cancellations of bookings are all subject to our cancellation policy. Our cancellation policy ensures that if the visitor cancels the booking within a certain amount of time, we will refund the full amount or a part of the amount, depending on the situation.
    For more information, go take a look at our cancellation policy

  • What are the different cancellation conditions?

    Lopys are offered 3 options: flexible, moderate and strict. Each category comprises different conditions, which determine the amount that is going to be refundable in case of a cancellation.

    1. Flexible

    • For a full refund, the cancellation must be done at least 24 hours prior to the beginning of the trip (if the exact time is not specified, then the cancellation has to be done before noon, the day before)
    • In the case of a cancellation within the last 24 hours, or if visitors show up late of 15 minutes or decide to finish the trip earlier than planned, the full amount of the trip will not be refunded.
      100% refunded
      Not refunded

    2. Moderate

    • For a full refund, the cancellation must be done at least 4 days prior to the beginning of the trip.
    • If the visitor cancels the booking between 4 days and 24 hours prior to the beginning of the trip, then the trip payment will be refunded at a rate of 50%.
    • In the case of a cancellation within the last 24 hours, or if visitors show up late of 15 minutes or decide to finish the trip earlier than planned, the full amount of the trip will not be refunded.
      100% refunded
      50% refunded
      Not refunded

    3. Strict

    • If the cancellation has been made at least 7 days prior to the beginning of the trip, then the visitor will be refunded at a rate of 50%.
    • If the visitor cancels the booking less than 7 days prior to the beginning of the trip, then the visitor will not be refunded.
      50% refunded
      Not refunded

    * Cancellation due to climate conditions :

    • In case of unfavourable weather conditions, the Lopy has to suggest a new date for the conduction of the trip. If it is not possible to agree on another date, then the visitor will be fully refunded.
  • What happens if my booking request is declined, expires or is cancelled?

    If your booking request is declined or expires, then the money won’t be deducted from your account. If the booking is cancelled, you will be refunded a certain amount depending on the cancellation conditions.

  • A Lopy has cancelled my booking, what should I do?

    If a Lopy cancels a booking, you will receive an email from MYLOPY to inform you about the changes of the booking’s status, accompanied with a reminder of the amount paid for the trip.
    You will be given two options :

    • The money can be transferred to another trip suggested on the MYLOPY website. The new trip should cost the same than the previous one (or should be cheaper)
    • We can fully refund you
  • How can I get refunded?

    If all the cancellation conditions are fulfilled (you can find them in our cancellation policy), contact our staff at help@mylopy.com, we will handle it.

  • What should I do if a Lopy asks me for more money than the initial payment specified on the website?

    All the required information about a trip are already stated on the MYLOPY website. The initial payment you have done for a trip is the definitive payment. If such a situation occurs, do not give extra money to the Lopy, and contact MYLOPY’s staff as soon as possible for we can carry out the necessary measures.

Your trip

  • Is it possible to change the day or the time of my booking?

    Once the booking is confirmed, you have to contact directly the Lopy in case of changes. Use our internal mailbox to postpone your trip and agree on another date with the Lopy.

  • What can I do if I can’t reach the Lopy before the trip?

    In order to get in touch with the Lopy, you may use the internal MYLOPY’s messaging system. The lopy might take some time to answer or to check their mailbox, so be patient. You can also contact a Lopy by phone, on the number displayed on their profile. In case the Lopy doesn’t answer to any of your messages, you still have the option to contact us at help@mylopy.com so we can help you.

  • What happens if the Lopy doesn’t show up the day of the trip?

    In case the Lopy doesn’t show up the day of the trip, inform us as soon as you can. We will check up on with the Lopy the reason of their no-show and will fully refund you.

  • How can I plan my trip?

    At the time of booking, your Lopy must provide you with all the necessary information in order for the trip to run smoothly. Generally speaking, it will mainly depend on the weather and the kind of trip. Here are some tips :

    • Dress code: make sure to wear comfortable shoes and appropriate clothes depending on the kind of trip.
    • What to bring: we recommend you to bring a bottle of water with you. On hot days, don’t forget to apply some sunscreen and to wear a hat!
    • When and where to meet the Lopy: the Lopy must provide you with all the necessary information about the time and place of the meeting. We usually recommend Lopys to set their appointment on subway stations, so don’t forget to buy a subway ticket!
  • How do I recognize the Lopy?

    Before setting off to the meeting location, we recommend you to check the Lopy’s profile on the MYLOPY website, so you can see their profile picture. If the Lopy didn’t upload a profile picture, you can also contact them on-site through MYLOPY’s internal mailbox.

  • What happens in case of lateness?

    In case a visitor is late, the latter ought to notify it to the Lopy, either through MYLOPY’s internal message box or via any other possible communication method (phone call, text message, etc.). However, the Lopy is not required to wait any longer than 15 minutes and may cancel the trip - in which case, the visitor will not be refunded.
    In case a Lopy is late, the latter ought to notify it to the visitor(s) and respect the estimated length of the trip as mentioned on the website.

  • What if the trip lasts longer or shorter than what is stated on the trip’s presentation?

    It happens sometimes that a trip lasts more or less time than what is mentioned on the website - because it actually is only an estimated time of the trip. If you are not satisfied by the trip, or if you deem the trip is not accurate enough compared to its description on the MYLOPY website, you can contact us at help@mylopy.com

  • Will I have to pay more if the trip takes more time that what is stated on the website?

    It happens sometimes that a trip lasts more or less time than what is mentioned on the website - because it actually is only an estimated time of the trip. But do not worry, as no extra-fee will be added to the total amount of your trip, even if the latter lasts longer than stated.

  • Am I going to do the trip with other visitors?

    It happens sometimes that other visitors wish to do the same trip as you. In that case, unless you make a specific request at the time of booking, the Lopy has the possibility to welcome other visitors for their trip.
    If you wish your trip to be private, do not hesitate to contact the Lopy through MYLOPY’s internal mailbox.

  • What happens if an accident occurs during the trip?

    The proposed trip is resulted only from agreement concluded between the Lopy and the Visitor, the Users of the service (Lopy and Visitors) are acting under their own responsibility. As such, the trip proposed and accepted by the Visitor could not be put under MYLOPY responsibility, as the service proposed by MYLOPY is only intermediation.

Comments and ratings

  • How do the comments work?

    All comments submitted on the MYLOPY’s website are written by our community’s visitors. Once the trip has been completed, you will be given the possibility to post a comment and rate the Lopy and their trip.

    Comments/reviews and ratings are the best way to offer our users optimal safety and reliability. Lopys will then be able to gain popularity on the MYLOPY website - therefore, do not forget to promote them by leaving a comment.

    Reviews deemed abusive or offensive will be automatically deleted by our staff

  • How to leave, delete or answer a comment?

    To leave a review about a trip, log into your dashboard. You will find there a comment section that enables you to write a review about previous experiences done with Lopys. Moreover, after every trip, you will receive an email prompting you to leave a comment and rate the Lopy.

Trust & Safety

  • How do MYLOPY reinforce and maintain trust and safety?

    Regarding trust or reliability, know that all your personal information submitted to the website are strictly confidential.
    One of our key priorities is the safety of our community - for this very reason, we do our utmost to ensure that visitors and local people live awesome experiences.
    Of course, mishaps or bad experiences can occur. Therefore, a customer service team is at your disposal to give you the best assistance

  • Do MYLOPY collect information of its users? How?

    MYLOPY is a community open to everyone. MYLOPY’s team does not collect information of MYLOPY’s users, but we reserve the right to do so if deemed necessary. However, be assured that we provide you with a certain number of features that ensure reliability and safety on our website.
    Any information you provide on the website is strictly confidential.
    Moreover, we offer a notation and reviewing system for our community, which is an essential factor in establishing trust.

  • Why is it better to pay and communicate via MYLOPY?

    Conducting payment and communication through the MYLOPY website ensures that all actions run smoothly and safely: all exchanges done on the website keep a written record (be it monetary or informational). In case of dispute or disagreement, only exchanges done through MYLOPY’s internal mailbox will be considered as legitimate proofs

  • What should I do if I receive an inappropriate message?

    If you ever receive a message deemed inappropriate, you must contact directly MYLOPY’s staff at help@mylopy.com so we can help you take the necessary measures.

  • What should I do if a Lopy behaves in an inappropriate way?

    Use the same method as for when you receive an inappropriate message: contact our staff as soon as possible at help@mylopy.com

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