Help & support

Our custom-made adventures are strictly private, adjusted to your preferences and your pace. We never combine guests into larger groups.

Our rides are all-inclusive. We want you to truly enjoy the ride right from the start and forget about logistics or unexpected situations. Vehicle rental (driven by an insider), helmets for adults and for kids, entrance tickets, sun cream and bottles of water are included. For the day ride, a traditional lunch is included. Alcohol, tips and personal shopping are not included. Please note that the use of helmets is compulsory by law and should always be respected. Disposable hair nets will be provided for each passenger. Our helmets are kept in perfect condition, cleaned and disinfected after every ride.

All our rides start in the Art district at the Banpo subway station on Line 1, exit C. The Ancient Quest rides start at the Train Bar in the Greenland Century Plaza. At the end of your ride, we will drop you back at this meeting point. If you wish, we can also come to pick you up at your hotel at an additional cost.

Wear long-sleeved shirt, flat and comfortable shoes, pack sunscreen, sunglasses and your fully charged camera. Rain showers are a possibility, particularly in June and July. Make sure to pack a light raincoat but don't worry too much. Your insider will have rain gear for you should you forget, and the rain is beautifully warm if you want to get wet! For winter rides (December - February) bring a nice warm coat, boots or warm sneakers and a fully charged camera. The temperatures never drop very low but the humidity makes it feel way colder in the evenings especially.

From a few months old to 99 years old, fun in the jeep is for all. Baby car seats are available, and a special itinerary can be tailor-made for our small guests. Kids below 12 need to be accompanied by one adult.

Challenge us with a specific request is what we enjoy the most. All our rides are tailor-made according to your desires, just ask upstream so we can craft a memorable journey just for you. A set of options is also available to spice up your ride.

Our rates are per person whatever their age. However, we do offer a 15% discount for kids below 12 years old.

Tipping is always optional. But if you had a great time and want to thank your insider, gratuities are very much appreciated.

Slow Travel is an alternative way of travelling based on the idea of taking time to discover a new destination. Slow Travel leaves a great place to serendipity and is also a great opportunity to become part of local life and to connect to a place and its people.

To write a review about your ride, go on our TripAdvisor page. and sign in/log in. Fill in the Write a Review form and Certify that your review is based on a genuine travel experience by selecting the check box, then press the "Submit your review" button. You can also leave a review on our Facebook page and post colorful pictures of your ride on Instagram with @insidersexperience .

Traffic in China is often hectic and require some driving experience. Thus, we don’t offer a self-driving option in Xi'an. You’ll be in better hands with an Insider driving for you. For a self-driving experience, enquire about our expeditions by visiting www.insidersexpeditions.com or by contacting us.

Our Jeeps can accommodate up to 4 passengers. Please note that there is no weight or length limitations.

Yes, we can, as long as they are able to sit for the booked amount of time in a jeep.

At Insiders, we use Stripe to process credit card payments on our website. Stripe is certified as PCI Service Provider Level 1 -- the most stringent level of certification possible. Here’s a list of other companies that use Stripe. Moreover, when you opt into saving your credit card with us, all storage of sensitive information (i.e., your credit card number) is kept in Stripe’s secure environment. At no point can we see or store your credit card number on our systems. We do also accept WeChat payments (WeChat id : insiders experiences).

Our prices are in Chinese Yuans (CNY) but we do accept payment in more than 130 currencies from almost any credit card and debit card, no matter where you live. There are two types of fees that you might see when making payment with an unsupported currency or from a different country than China. º Bank Conversion Fees : If Paypal doesn’t support your currency, then your payment will be converted into Chinese Yuans by your bank. Your bank will add an additional fee for you to pay. º Foreign Transaction Fees : If your bank account is based in a different country than China you may receive additional fees. This is up to your bank, so the exact behavior might vary.

To receive a booking confirmation, it may take up to 24 hours in high season. If you shall need to cancel your booking before receiving the booking confirmation, we refund you with 100% of the fee. º If you cancel by writing at least 5 weeks prior to the ride, you will get a 90% refund. º If you cancel by writing 48 hours prior to the ride, you will get a 50% refund. º If you cancel less 48 hours before meeting time, no refund will be granted. In case of heavy rain we accept a cancellation 2 hours before the ride.

As rain is falling a lot during summer in Xi'an, we are well prepared for it! We do have rain gears and we adapt our itinerary to limit the inconvenience. However, if you still decide not to start the ride, Insiders shall refund you with 100% of the service fee (minus bankfees), if you cancel before 2 hours in advance.

If you’re having trouble with the website we’d suggest you try the following: º Firstly, you may need to delete your cookies – a cookie is a small file we store on your computer to let us know who you are next time you visit us. On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’. Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems. º We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc. If after this you’re still having problems, please contact us.

Our desktop site should automatically load up on desktops and tablet devices when visiting Insiders. If you’re seeing our desktop site on your mobile device, then clearing your browser’s cache and cookies should help. To clear your cache and cookies on a mobile browser please see the below steps: iOS – Safari Press the Home button and go to Settings. You’ll see Safari listed with some other apps. Simply select Safari and then select ‘Clear History’ and ‘Clear Cookies and Data’. Once you’ve done this, simply open up Safari again and go to our website. You should now see our mobile site instead of desktop. iOS – Chrome If you’re using Chrome on an iOS device, open up the Chrome app and press the menu button in the top right hand corner (its three lines one under the other). Select ‘Settings’ and then ‘Privacy’ on the next screen. You’ll then see the options to clear your cache and cookies. Once you’ve done this, simply close and reopen Chrome again and go to our website. Android – Chrome If you’re using an Android device, then with your browser open, press the Menu button. Select ‘Clear Browsing Data’ and then ‘Privacy’ on the next screen. You’ll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.

After you place a booking, you should receive within 48 hours a variety of emails from us, which include Booking or Refund Confirmation emails and any responses from our team. There may be a number of reasons why you’re not getting these from us. º Your email software may be marking our emails as junk mail. To stop this from happening, please add book@insidersexperience.com to your email address book. º Make sure you typed in the correct email address when you contacted us. If after this you’re still having trouble, contact our team giving as much detail as you can about the issue and we will try our best to help.