Requesting other changes to your experience

Some changes to a live experience aren't editable in Hub, and one request covers all of them. Availability dates, holidays, operating hours, cancellation policy, contact details and pax types all sit behind a single option on the form. Several of these you can do yourself, so it's worth checking before you raise anything.

What you can do yourself

• Holidays and stop sales — close the slots or add a closure yourself. See Managing availability and inventory.
• Operating hours and time slots — edit the schedule. See Editing an existing schedule.
• Contact details — update them under Settings. See Managing your company and team details.

Use the request below when one of those isn't editable for your account, or for the changes that were never self-serve: availability dates, cancellation policy and pax types.

A few words you'll see

• Experience ID — the Headout reference for your experience. You'll find it on Hub, below the experience name.
• Pax type — a category of guest you sell to, such as adult, child, senior or student.
• Cancellation policy — how long before the start time a guest can still cancel, and what they get back.

Before you start

• Have the Experience ID and the option name ready. Both are required.
• Know exactly what the new value should be — the new hours, the new policy window, the pax types and their prices.
• Group your changes. You can tick more than one, and one request is quicker than four.

Step 1 — Open the request form

• Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
• Click Submit a request.
• Choose Manage or edit your experience.
• Under “Select the specific issue you need help with”, pick Additional experience changes.

Step 2 — Choose what you're changing

Under “What product changes do you want to make?”, tick any that apply:

• Extend the Availability — your selling dates have run out and you want them pushed forward.
• Add Holidays or Stop sales — days you won't be operating.
• Change Operating Hours or Time Slots — different start times, or a different daily window.
• Update Cancellation Policy — a different cancellation window or refund rule.
• Update Contact Information — the details our team and guests use to reach you.
• Update or Add Pax Types — a new guest category, or a change to one you already sell.

You'll also be asked for the Experience ID and the option/variant name, both required.

Step 3 — Put the detail in the description

The form asks what you want to change, not what to change it to, so the specifics have to come from you. Give the old value and the new one for each item you ticked:

• For availability, the new booking and experience dates.
• For operating hours, the new times and which days they apply to.
• For cancellation policy, how many hours before the start time a guest can cancel and what they're refunded.
• For pax types, each type with its price and any age limits.

Add a clear Subject naming the experience, attach a file if it's easier than typing, and click Submit.

Frequently asked questions

Can I tick more than one change?
Yes, and you should. A single request with three changes is faster than three requests, and our team can see they belong together.

My selling dates have expired and the experience has stopped selling.
That's Extend the Availability. If it stopped for another reason, see Reactivating your experience.

Why is there no field for the new values?
The form captures which areas are changing; the values go in the Description. Be specific there — a vague description is the main reason these come back with questions.

Can I change the cancellation policy on one option only?
Yes. Name that option and say in the Description that the others stay as they are.

I want to add a child price.
That's Update or Add Pax Types. Give the pax type, its price and the age range it covers.

I want the experience off sale entirely.
That's a different option — see Deactivating an experience or option.