Sadly, we are unable to give any refunds. Not even in case of circumstances beyond your control, such as public transport problems or personal circumstance. Still, we will do our best to help you. If possible, we will try to rebook your ticket to another date. For questions regarding your ticket, please send an email to service.experience@globalticket.com.

Have you checked your spam box? Sometimes our emails land there by mistake. Is it a ticket for today? We advise you to go to the Heineken Experience directly and contact our information desk. They will help you. Is it a ticket for another day? Please send an email to service.experience@globalticket.com. We will help you out and you will receive a confirmation by mail. Has your account not been charged? In that case, you have not bought a ticket yet. Please go back to our ticketing page and try again.

Please send an email to service.experience@heineken.com and we will try to help you as soon as possible.

All our tours are in English. But, since we’re a global brand, we understand that doesn’t offer the best solution for everyone. You can download the Heineken Experience app, to get the best out of your tour, as well as experience it in a different language. Our app will enhance your visit even further! The app is available in the following languages: English, Dutch, German, French, Italian, Spanish, Portuguese, Chinese and Russian.

You can also get some quick help in your native language in the tour by checking the badges on our crew’s shirts; their pins show the languages they speak.

Yes, we offer a cloakroom service. You can leave your possessions (coat, bag, backpack, suitcase, umbrella or buggy) with us, free of charge. This way you can enjoy the tour without a care in the world.