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Support
We're here when you need us.
In the app, automated support answers most questions straight away. Anything it can't resolve goes to a person at [email protected], who replies as soon as they can.
How We Respond
| Where you ask | What happens |
|---|
| In the app, or through a connected assistant (Claude, ChatGPT and others) | Answered instantly. Anything that needs a person becomes a support ticket, and you are told so. |
| Text or email | We reply as soon as we can. |
We don't promise a response time we can't guarantee. In-trip emergencies (flight cancellations, hotel issues during a stay) go to a person regardless of plan.
Common Topics
- Booking changes or cancellations — refundability follows the supplier's policy shown at booking time. Email us with your booking ID.
- Payments and refunds — handled through Stripe. Approved refunds typically arrive in 5–10 business days.
- Account access — use the password reset link on the login screen. If you're locked out or your reset email isn't arriving, email support and include the address on your account.
- Agent behavior — share the trip ID and a description of what happened. We use these reports to improve the agent.
- Travel DNA / connected accounts — disconnect any source under Settings → Connected Accounts. Derived features delete within 30 days.
- SMS opt-out — reply STOP to any text message at any time. See our Privacy Policy for the full SMS program details.
- Account deletion — visit /delete-account or email us. When you confirm, we close your account and delete your profile, saved travelers, chats, Travel DNA, Lounge and marketing data, your referral code and unused referral credits, unused airline credits and their reminders, saved cards, and trips not tied to an upcoming booking right away. Your subscription is cancelled so you won’t be billed again, and your agent’s permission to book and pay for you is cancelled, along with any purchase it was waiting for you to approve. If you have an upcoming booking or an open card hold, we keep only your name, email, that booking’s details, your agent’s record (without your email) and the card behind the hold until the booking is over and the hold is captured or released, then delete the rest automatically and email you. If you’re on a group trip, your name and email stay on it only while that trip is being booked, a booking on it is still upcoming, or a card hold is open, so we can reach you about it; after that they are replaced with “[deleted]”. On a group trip that isn’t booked or being booked, you’re removed straight away. Your group chat messages and any pending invites are deleted now. A record of each booking and payment is kept for 7 years because tax law requires it; once your last booking is over and the rest of your data is deleted, it is no longer linked to your name or email. If you let an agent book for you: the agreement you signed for it (your signed name, when you signed it and the IP address and browser you used, the exact wording and spending limits, and the card brand and last four digits), kept for 7 years like the booking records, as evidence if a charge made under it is disputed, then deleted. The agent’s permission to book and pay is cancelled straight away. We keep a one-way fingerprint of your email so a referral credit can’t be claimed twice. Stripe, our payment processor, keeps its own record of each card payment under its own privacy policy; deleting your Autonomad account doesn’t remove it.
In-Trip Emergencies
If something goes wrong while you're traveling — a flight cancels, a hotel can't honor your booking, a transfer doesn't show — email [email protected] with the subject line URGENT and your trip ID. These are treated as urgent, regardless of plan.
Urgent problem on a tour or activity today? Use the 24/7 tours & activities support details in your experience booking confirmation email.