Frequently Asked Questions

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Getting Started


Booking with TUBW is both simple and secure.

Follow our step by step instructions on how to book for a hassle–free booking experience.

1. Find the product you wish to buy

When you’ve selected a product you like, you can see all the details about that product, including the total price.

This is your opportunity to check all the information is correct and matches your expectations.

2. Add to cart

Found the products you want to buy? You can confirm that you want to purchase the product by clicking the “Book now!” button.

3. Booking Sumary

Booking Sumary page contains all the products that you have selected to buy. Once you’ve added a product to your booking cart, you can go back and keep searching and adding to your cart. You can access the contents of your booking cart at any time by clicking on the blue cart button at the top left of any page on the TUBW website.

To add an extra room or any other service just click BOOKING MORE button.

Review your booking details and pricing.

Click on the “Proceed to Checkout” button.

4. Check out

In order to make a booking for your holiday you are required to complete a booking form.

Choose your payment method and follow the steps to complete payment, then click on “Confirm and Pay Now” to complete the order.

In checkout page to click the “Confirm and Pay Now” button, you need to confirm that you have read and accepted our Booking Terms and Conditions. Your acceptance is given for and on behalf of all the people who are included in your booking.

When you’ve completed your booking, the page with all the details of your complete order will be displayed and you will receive a confirmation email.

You can add more than one tour from the booking sumary page. Just click the “BOOKING MORE” button for that tour, and repeat the process or add the other tours that you’d like to join.

You can find a video tutorial on the Help Centre page.

First, add the tour with the “Book Now” button , then simply change the quantity from 1 to 2.

Some tours have an optional single supplement or rarely a mandatory single supplement.

In the traveller’s perfect world, everyone would be charged the same amount for their room, whether they were alone or sharing with a partner. In the hotelier’s perfect world, all rooms would cost the same, whether they had one, two, three or ten people sleeping there. The world we live in is closer to the hotelier’s vision, where rooms cost the same regardless of occupancy. Two people can split the cost of a £100 room, paying £50 each, or one person can pay the full £100. When expressed as a per person cost, this looks like a £50 supplement.

We negotiate hard with hotels, to keep single-occupancy prices as low as possible, but as long as hoteliers charge per room and not per person, this iniquitous situation will endure. The only obvious alternative -having couples subsidise solo travellers- strikes us as even more unfair.

The Urban Birder Limited makes no profit from the single supplement.

Life can get in the way of our passion. We understand. If there is availability you can reschedule your booking, simply by getting in touch via the contact page. Please do contact us as soon as possible if you are unable to make the booking. Unfortunately we cannot accept cancellations within a week of your booking as it will be extremely difficult for us to replace your booking as short notice.

For details on our cancellation policy, please see our Terms and Booking Conditions.

Travelers arrive from all over the world to begin our tours and it is not possible to include international airfare in our prices. We would be happy to help you arrange flights. Just ask for an air quote when making your booking.

  • Travel insurance
  • Any transfers to/from stations and pick up points unless specified on the tour page.

All tour packages are subject to reconfirmation. Immediately after submitting your reservation you will receive a receipt by email.

If you have not received the confirmation of your reservation within 48 hours of making the request, please contact us at One of our agents will verify the status of your reservation and send you, where applicable, confirmation of the purchase.

This depends on the tour you would like to take. We suggest our customers book their tours as early as possible.

Hotels can accommodate up to four guests per room (including infants). Double, twin and triple rooms.

Questions about the TUBW Store

Our UK-based customer care team is available 8am – 8pm, Monday – Friday.

Contact us if you want to place your order by phone, or if you need advice about our products or delivery service. The contact details are:

“store[@]”, or call us on +44 (0) 7507 470409.

We have no shops the TUB store is only online.

That depends on the delivery address and the delivery options available for your order. Standard UK mainland delivery is £5.00 – free for orders over £75.

No. If you would like items sent to different addresses, please place a separate order for each delivery address.

Please check the spam folder in your inbox, as it’s possible that our emails have been marked as spam. In order to make sure you successfully receive emails from us, please add “store[@]” to your address book.

Please recycle your electrical items and batteries. Find your nearest recycling centre at:

Useful information

We always recommend packing as light as possible however the specific requirements for your tour will vary widely depending on where and when you are traveling.

Requirements for travel visas vary widely depending on your nationality and your destination. We are unable to arrange visas on your behalf. If you do require a visa you can arrange them yourself or use the services of a travel agent or visa processing company.

It’s important that you receive the most accurate and up-to-date travel health information for the region you will be visiting. The only one qualified to provide you with this advice is your family physician or a specialist from a Travel Health clinic.

In most cases a sturdy suitcase with wheels would be more than enough for your hold luggage. A waterproof rucksack is a great idea for daily use in the field.

The usual mode of transport is by comfortable minibus.

In most cases airport transfers are included unless specified. We try to advise travellers to arrive within the same time frame in order to avoid long waits and for us to leave together as a group.

It’s extremely difficult if not impossible to join a tour after it has begun. It is possible to leave a tour early, however you will be responsible for your own arrangements from the moment you decide to leave the tour. You would also be responsible for all costs associated with joining a tour late or leaving one early. If you feel this may be necessary plus contact us before you book your tour.

You can find all the hotels that you will be staying at detailed with websites on your itinerary and on within the details of your tour. This may be subject to change once you are on the tour if there is an unforeseen issue with the hotel. In such cases you will be informed at the time and the group will be relocated to another hotel.

If your family requires hotel contact details, or in the case of an emergency please contact us at

To travel independently you must be at least 18 years old. There are no upper age limits on our tours. Provided that you are reasonably physically fit or if you have a pre-existing medical condition you have completed the mandatory medical questionnaire, then you’re good to go.

Our usual group sizes are between 6 – 8 individuals. Exceptionally there may be just a couple of travellers or conversely as many as 12. Our usual small group sizes are designed to enhance the experience for travellers plus maximize the individual attention given by our superb guides and leaders.

Details of group sizes can be found within each of our tour description.

For privacy reasons we cannot provide you with advance details on your traveling companions. However, our tours appeal to a wide range of travellers, most of whom share an adventurous spirit and a desire to experience these destinations at a grass-roots level. Our tours are conducted in English and so they attract many travellers from North America, UK, Australia, New Zealand and Europe.

Tips are not included in the tour price and tipping is entirely at your discretion.

The itinerary page of the tour will have information about the usual hotel booked for that particular tour. The actual hotel will not be finalized until one or two days before the departure date.

If there is any problem with your booking or payment details, we will contact you on the telephone number or email address stated in your booking. Sometimes tours may not operate due to insufficient numbers, and we may need to contact you to advise you of any such changes.

Please contact our customer services department at or also through this contact form, who will be happy to hear your comments or alternatively you can write to us at:

The Urban Birder
35 Mount Pleasant Road
New Malden
Surrey KT3 3JZ

We do not have extra facilities to accommodate customers with hearing or sight impairments.

Many of the countries that we visit despite having good facilities for people with mobility issues in their hotels and restaurants, out in the field may be a different issue. If you are in any doubt please check with us prior to booking.

To function correctly the online shop requires both cookies and Javascript to be enabled. For more information about cookies please see our Cookie Policy.

Our website is only designed to work with the most recent full released versions of browser software. If you are using Beta version browser software we cannot guaranteee the site will function correctly.

Internet Explorer version 10. It has been discovered that there is a bug in IE10 which can cause display issues with our website. Please use your browser settings to disable TLS 1.0, then clear your temporary internet files. This should prevent the error occurring.

Internet Explorer version 6. The secure pages of our site (checkout and account) will not work with IE6. This is due to a fix which was put in place in October 2014, which protects our servers from a security vulnerability.

Windows XP. A small number of people may experience problems using the secure pages of our site (checkout and account) if they are running an original version of Windows XP and they have not kept their operating system up to date with Microsoft updates. This is due to a fix which was put in place in October 2014, which protects our servers from a security vulnerability.


You can pay by Credit card or Bank Transfer.

Unfortunately we cannot accept cash.

No. All payments must be received in pounds.

Your personal details are entirely secure. Your personal information is submitted on a secure server with 128-bit SSL encryption and is used only to create your order and/or contact you if there is any problem with your booking. Your details will not be passed on to any third-party.

Account & Settings

The Urban Birder World may offer a number of types of offers and discount coupons each with its own unique terms, such as the number of times it can be used or when it expires. We reserve the right to change or terminate any offered promotions at any time.

Follow the steps to apply a promo code to a purchase:

  1. Select items to purchase, and add them to your shopping cart.
  2. Once you reach the Check Order Summary page, enter the promo code in the “Coupon code” field.
  3. Click “Apply Coupon” button.
  4. Complete your purchase.

Using coupons in Checkout

Retrieve your discount by clicking the link called “Have a coupon? Click here to enter your code”. This will open a box where you can enter your coupon code.

You can update your personal information by visiting the Account Information page in “My Account”. A link to “My Account” is located at the top right-hand corner of the site.

Rest assured that your account information is secure, as is any information transmitted when you use your credit card to shop at The Urban Birder World.

Please be aware that if you change your e-mail address, you must inform our Membership Manager of the change in order to continue receiving our Newsletter.

Don’t worry! There are a few reasons you might have trouble logging into your account and they can all be solved.

If you see a message saying “ERROR: Invalid login credentials.”, it is likely to be for the following reasons:

  1. You mistyped your email address
  2. You signed up using a different email address
  3. You mistyped your password

To find out what’s causing the issue and to get a password reset, click on the “Forgot Password?” button. You will shortly be sent an email with a link that will allow you to set a new password, and access your account.

If you don’t get an email a few minutes, check your Spam folder. If it’s not there, it is most likely that you signed up with a different email address. In this case, please contact at and send them as much information as you can.

If you have forgotten your password, you can click on the “Forgot Password?” button from the Login Form. You will be sent an email to create a new password. Don’t forget to check your spam folder if you don’t see the email in your inbox. If this does not work, please contact us at for assistance.

User accounts should not be shared with multiple individuals and only one device should be used.

Please don’t hesitate to contact our support team at

Ask Us a Question

If you have any further questions, please contact us:

    The Urban Birder is committed to using the data collected through this form only to manage your query. Also, you give us the consent to be able to respond to your message through email.