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Need Help? Here Are Some Frequently Asked Questions

For more information please contact us support@yervana.com

FOR EXPLORERS

  1. What are Adventures on Yervana?
    • Adventures are outdoor activities curated and led by Locals (hosts).
  2. How do I book an Adventure?
    • Use the Yervana app on your iOS device to book an Adventure. When you open the app, create a profile, and enter the Explore section to browse Adventures.  Filter your results by city, date, Adventures, or price. Select an Adventure and click to book as many Explorers as you would like.
  3. What’s included in an Adventure?
    • The Adventure summary page created by the Local (host) will have details on what’s included. Inclusions will vary between Adventures and Locals.
  4. What requirements do I need to have before booking an Adventure?
    • You must comply with local laws and regulations in participating in an Adventure, and each Explorer must sign a release and waiver of liability form. Additional requirements, such as fitness level and supplies, will be outlined by the Local on the Adventure page.
  5. How do I pay for my Adventure?
    • Payment will be processed in the app using STRIPE. You may use any major credit card.
  6. Can I contact the Local I have booked with directly?
    • Using the app, you can message your Local directly via their profile or through the Adventure.
  7. How do I know my Adventure was booked successfully?
    • You will receive a notification confirming your booking as well as a confirmation email outlining the Adventure details.
  8. How old do I need to be to book an Adventure?
    • At this time you must be 18 years of age to create an Explorer profile and book an Adventure.
  9. Can I book an Adventure for multiple people at a time?
    • Yes, you can book an Adventure for multiple people. Each Explorer must sign a release and waiver of liability form.
  10. Can I book an Adventure on behalf of someone else?
    • Yes, you may book an Adventure for someone else as long as you are participating in this Adventure as well. Each Explorer must sign a release and waiver of liability form.
  11. Can I review the Adventure afterwards?
    • Yes! Yervana relies on reviews from the community. Once you complete your Adventure you will be prompted to review your experience and rate your Local.
  12. Should I tip my Local?
    • Tipping is at your own discretion, the price of the Adventure is designed to encompass the entirety of the experience.
  13. Can someone under the age of 18 attend an Adventure?
    • Anyone under the age of 18 must be accompanied by an adult, and will not be able to book an Adventure.
  14. What happens if I need to cancel my Adventure?
  15. What happens if the Local I booked with cancels the Adventure?
    • We will try to find you a replacement Adventure, and your costs will be refunded in full.
  16. If I was unsatisfied with my Adventure experience, what can I do?
    • If you’re unsatisfied with your experience, you can contact us directly at Yervana by sending us an email at support@yervana.com  detailing your experience and we will help remedy the situation.
  17. What happens if the weather is bad the day of my booked Adventure?
    • Yervana Locals make every effort to continue, as scheduled, with Adventures. If weather creates an unsafe or uncomfortable scenario for Explorers, this may result in a change or cancellation of your Adventure. If an individual Adventure is cancelled, we will contact your Local to process a refund.
  18. What if I get injured during the Adventure?
    • Safety is our top priority. If someone is  injured or requires medical attention during an Adventure, take your group to a safe place, contact local emergency services immediately, and report the incident to us once safety concerns are addressed.

FOR LOCALS

  1. What are Adventures on Yervana?
  2. Can anyone host an Adventure?
    • First, create a Local Profile on the Yervana app. To be a Local you must be passionate and skilled in the Adventure or Adventures that you want to share with the Yervana community. We will be verifying your information before your profile is approved.
  3. How do I create an Adventure?
    • After selecting “create an Explorer profile“, enter your profile and then select “become a Local.” Once your Local profile is approved by our team,  you will be prompted to add personal details and payment information before creating a detailed Adventure listing.
  4. Are there restrictions on the type of Adventure I can create?
    • Yervana is focused on outdoor Adventures, but we have an Other category for Adventures that don’t fit into existing categories. Skydiving, bungee jumping, base jumping, or any other activities that pose serious risks of death or severe bodily injury are not permitted and cannot be arranged via Yervana.
  5. What should I include in my Adventure?
    • Locals often include tickets, entrance fees and food costs into the price of their Adventure. What you would like to include in the cost of the Adventure is up to you. Please specify all these details in your Adventure listing.
  6. Where should I set the meeting place for my Adventure?
    • You decide the location. We recommend you select places that are convenient, safe and easily accessible for you and your Explorers.
  7. Do I have to provide transportation?
    • This is up to you. You may either meet at the destination, or provide transportation to the destination.
  8. How should I set the price for my Adventure?
    • You decide on the price you set, and you may change it at any time. Some suggestions below:  
      • New Locals benefit from offering great value on their first Adventures. Setting a lower price helps attract bookings and can help establish good reviews so you can boost your ratings. From there you can increase your price.
      • When setting your price, we recommend checking out similar Adventures on Yervana, so you can price within the market range. Remember to factor in any other costs that should be incorporated to the Adventure (tickets, food etc.)
      • Prices set expectations, if you are planning to charge on the higher end, Explorers will expect more from their Adventure experience.
  9. Can I change the price based on how many Explorers register for the Adventure?
    • If no one has booked your Adventure you may change your price. Once one of the spots is booked you will not be able to change the price.
  10. Can I create multiple Adventures?
    • Yes, you may create multiple Adventure listings, ranging in type, price and date.
  11. What is the difference between a draft, unpublished, and published Adventure?
    • Draft: uncompleted Adventures will be for you to complete and publish.
    • Unpublished: Adventures that are not live for Explorers to browse. You may re-publish these Adventures at any time. Typically, these may be seasonal listings or Adventures you have previously offered, but are not offering at this time.
    • Published: live Adventures that Explorers can browse and book.
  12. How can Explorers book my Adventures?
    • Once published, Explorers are instantly able to view and book your Adventures and your available times. Explorers are asked to review your requirements beforehand. Once a booking is confirmed, you will receive an email notification reminding you about your upcoming Adventure. We recommend you message your Explorer beforehand to introduce yourself and coordinate on detailed Adventure plans.
  13. Can I change details about my Adventure after I’ve published it?
    • Yes, you can edit your Adventure after publishing it. When you edit, the listing becomes unpublished. You will have to publish it again for it to be viewable.
  14. Once Explorers start booking spots in my Adventures, can I still change details?
    • You will not be able to edit the Adventure after a spot has been booked, however you can contact your Explorer(s) directly to make changes to your plan.
  15. Can I contact Explorers who have booked an Adventure with me directly?
    • Yes, we encourage you to contact them through Yervana and introduce yourself! The chat function is a great way to coordinate with your Explorer, and confirm details.
  16. Who can book an Adventure?
    • Anyone with a Yervana profile who is 18 years of age or older.
  17. Who can write a review of the Adventure?
    • Only someone who has completed an Adventure can review it.
  18. What happens if an Explorer needs to cancel their booking?
  19. What happens if an Explorer doesn’t show up to the Adventure?
    • If an Explorer does not show up, this will be seen as a last minute cancellation, you will still be paid in full.
  20. What do I do if there is bad weather on the day of my Adventure?
    • We encourage Locals to make every effort to continue, as scheduled, with Adventures. If weather creates an unsafe or uncomfortable environment, this may result in a change or cancellation of your Adventure. If an individual Adventure is cancelled, Yervana will help you process a refund.
  21. What happens if I need to cancel my Adventure?
  22. How do I get paid for my Adventure?
    • Your payout will be processed through STRIPE. You will need to add your banking information and valid government ID to your STRIPE profile to receive your payout. You will be paid within 48 hours after your Adventure is completed.
  23. Why does Yervana charge a service fee for Adventure?
    • Yervana charges a 25% service fee to make this platform easy-to-use for both Locals and Explorers. This fee covers insurance, payment processing, hosting your profile and Adventures on the platform, security features, messaging and app updates. We want to help you use your experience in the outdoors to find new Adventures to host, so you can keep doing what you love and share with even more Explorers.
  24. When do I receive my payout from Yervana?
    • Payment will be processed within 48 hours of completing your Adventure and will be deposited to the bank account you have linked to via Stripe.
  25. Where can I see my payout history?
    • You will be able to track your billing and payment in the app. See the Payment section for details.
  26. Why do I have to provide my bank account information?
    • As a Local, we need your bank account information in order to process your payout via STRIPE.
  27. What happens if an Explorer is dissatisfied with their Adventure experience? Do I have to refund them?
    • Explorers are invited to rate their experiences, and poor ratings can affect future bookings. Explorers must contact Yervana support regarding serious problems with their experience. Our team will decide if a refund is necessary.
  28. Can I decline Adventure bookings?
    • You can cancel a booking at any time, this will result in a refund to the Explorer.

GENERAL

  1. How do I create an account?
  2. Why do I need to include a photo of myself?
    • A selfie is required so we can verify your identity.
  3. Can I be both a Local and an Explorer?
    • Yes, you may be both a Local and an Explorer. The default setting in the app is for Explorers. To create a Local profile, simply switch to Local when you enter the Profile section.
  4. How do I change the email I use for my Yervana account?
    • You can edit your personal information in the profile settings on the app.
  5. How do I reset my password?
    • If you have forgotten your password, there is a reset password option. If you would like to change your password, you can do this through your profile settings.
  6. Can I delete my Yervana account?
    • You can deactivate your Yervana account at any time, as long as you do not have any activities booked as a Local or as an Explorer.
  7. Can I refer Yervana to a friend?
    • Yes, we currently have a referral code for each profile created with Yervana. Use this code to invite friends so we know who you have invited to join. As we are currently in beta, this code will only be used to track who you have referred, but we will assign value to each of these referrals in the future.
  8. How do reviews and star ratings work?
    • Explorers and Locals rate each other based on each Adventure completed, and an average rating is generated for both profiles, as well as for the Adventure.
  9. What do I do if I am uncomfortable with someone I met through Yervana?
    • If a Local or Explorer is being inappropriate with you or making you feel unsafe, please report it to us immediately at support@yervana.com so we can review the situation and take any necessary action.
  10. Can I block messaging between myself and another Yervana Local or Explorer?
    • Yes, you can block messaging if you feel it is inappropriate or abusive. Please report problems about other Locals or Explorers to us at support@yervana.com.
  11. Who can see the information I provide to Yervana?
    • Only we can see your private information. Any information in your Local Profile, About and Adventures sections are public. Explorer profiles are only visible to the Locals they have booked with.
  12. What if I need to contact Yervana during an Adventure?
  13. Why should I give Yervana access to my personal ID?
    • The Yervana community is built on two core values: security and trust.  We do not share your personal  information with other members of our community, but having your information allows us to create a safe community for everyone.
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