FAQ´S

What are the business hours for Xplor?
• The Photo Shop openning hours are from 08:30 am to 5:30 pm for Xplor and 5:30 pm to 11:00 pm for Xplor Fire.
• You can retrieve your photographs online 24 hours a day. If you need help with your purchase our customer service staff is available Monday to Saturday from 9:00 AM to 6:00 PM at (984) 871-5347.
• If you wish to return to the park to purchase we recommend coming between 11:30 and 14:00 so we can offer you a better service.

I don’t remember my helmet number, but I wish to purchase my photos.
• Since the system operates exclusively by the helmet number. We take an average of 10,000 photos a day so unfortunately it is not possible for us to perform a manual search.

What's included with the price of the online pictures?
• Our internet sales packages include your digital pictures in high resolution, according to your chosen package

Can I bring my own USB and have you copy my photos into it?
• For security reasons we are not allowed to use external devices.

Can I purchase my photos from more than 7 days after my visit?
• No. Due to storage capacity all photos are deleted after 7 days on the service unless they have been purchased. Once you purchase your photos they are available for download for 15 days.

I sent my request within 7 days after my visit, four days ago and I haven’t received my photos.
• Once the photos are purchased they are available to download for 15 days.

Can I request to be charged in USD, Euros or another currency of my choice?
• PayPal makes the charge in dollars and the credit card’s issuing bank converts it to the currency previously agreed upon with the cardholder.

How do you ensure that photos from my helmet are not added from someone who used it before me?
• At the end of the day all helmets are electronically canceled. They are then checked, washed and completely disinfected. The next day the helmets are registered in a new database. This gives us the ability to identify your helmet based on your visit date and helmet number. Each helmet can only be used once per day.

Is the system 100% reliable?
• Due to the natural conditions of our tours and the circumstances under which detection from a distance is used, there are occasions on which some shots can be out of sync or even detect people who are very close to you. If this happens, Xplor allows visitors to retake the photos during the day as long as they do not interfere with other visitors.

Are the photographs I purchase in XPLOR subject to Copyright?
• The photos we take in Xplor are a sales item for the general public so that the visitor can take home a souvenir of the Park experience. Therefore they are considered to be authentic photos that can be acquired as a souvenir and consequently their sale does not constitute any responsibility on the part of the company.
Remember that all our photos have Xplor logo embedded in the images, as they are an exclusive product of our brand there is no possibility to be removed from the pictures that are on sale.

Once I've paid, how long will it take to receive my pictures?
• The process for downloading your photos takes between 2 to 3 hours, depending on the amount of pictures in each helmet.

Is there any refund policy?
• Under Park's policies, there is none. The Xplorer has the chance to view the pictures prior to purchasing and can choose not to buy them.

Can I choose pictures from different helmets and create a package to pay only for one helmet?
• Packages and prices are already defined, pictures can be added or chosen individually, but they cannot be mixed together into a package to pay for just one helmet's worth of photos.

I viewed my pictures while at the Park; when I ordered them via your web page, some of them are missing. Is that possible?
• Yes, since our system has a variation range, sometimes a helmet will have pictures from other guests and some personal pictures will not be correlated to your helmet.

What format and resolution do the images come in?
• Photos have a 14 MPs (Megapixels) resolution and come in a jpg format.

Do you send all my photos to my email address?
• No, due to the large amount of space they take up, this would not be possible; that is why a link is sent for you to view and download your photos.

Why are there other people's photos in my helmet?
• This is due to the photo system we use. As we use motion detectors that trigger the camera, when there are too many people in the photo's detected area, the image taken is stored in all of the helmets that were in the camera's reach at the moment the photo was taken.

Is there any way of finding a photo by giving a person's description?
• In order to recover a photo, it is necessary to have more information. It is practically impossible to locate a photo by description, as around 10,000 photos are taken every day.