FAQ

Purchase and access

• How can I purchase a virtual tour?

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  Very simply. Select a tour on our website, add it to your cart and complete your order through the payment gateway. The whole process is quick and intuitive. You can find video instructions on this page: https://www.kinok.eu/video-navody/

• Can I purchase multiple tours at once as part of one package?

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  Absolutely yes! It’s a great way to plan a day of exploration. Simply add all the tours you want to your cart and make one joint payment.

  Important note: The 24-hour access period for all inspections in your purchase will be activated together at the time of successful payment. We therefore recommend that you schedule your purchase for a day when you have enough time to enjoy the experience in peace.

• What payment methods do you accept?

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  We accept payments by current cards (Visa, Mastercard) and fast online transfers from Czech banks. All payments are securely processed for us by the renowned payment gateway Global Payments

• What should I do if my payment gateway rejects my payment?

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  We are sorry to hear that you are having difficulty with your payment. Payment rejection is a fairly common situation, so please don’t panic. Here are some tips on what to do about it.

  Important background information: for security reasons, neither the payment gateway nor your bank will tell us the exact reason for the rejection. We therefore do not see any details of your card or the reason why the payment failed. This process is entirely between you and your bank.

  Please try this first:

  1. Check your payment details carefully. The most common error is a typo in the card number, expiry date or CVC/CVV security code (the three numbers on the back of the card).

  2. Check your card balance and limits. Make sure you have sufficient funds in your account and that you have not exceeded the daily or weekly limit for internet transactions.

  3. Check your online payment authorization. Many banks require the customer to actively authorize online payments for their card. You can usually find this setting in your online or mobile banking.

  4. Try the payment again (after checking). If you have found an error, please try to make the payment again. Make sure you complete the 2-factor authentication (3D Secure) correctly, where you confirm the payment with the code from the SMS or the banking app.

  If none of the above helps:

  • Contact your bank. If problems persist, it is best to contact your bank directly. They are the only ones who can see the exact reason for the rejection and can help you resolve the issue (e.g. by temporarily blocking the card for security reasons).

  • Try another card. If you have the option, try using a different credit card.

  • Write to us. Of course, if the bank confirms that everything is fine on their side, and the payment still fails, please do not hesitate to contact us and we will check if there is a technical error on our side.

• What happens immediately after payment?

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  Immediately after the payment is completed, an automated process is triggered in two quick steps:

  1. Order confirmation: you will receive an initial email almost immediately confirming that we have registered your order and are awaiting final payment verification.
  2. Order completion and access: once your payment is fully confirmed (usually a matter of minutes for online payments), you will receive a second, crucial email. In it, you will find everything you need: a unique link and access details to your virtual tour.

• I didn't get an email with access. What should I do?

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  First, please check the “Spam”, “Bulk” or “Promotions” folders in your email inbox. If you do not find the email there either, please contact us as soon as possible and we will resend your access details. Link to the form: https://www.kinok.eu/kontakt-kinok/

• Can I buy a virtual tour as a gift?

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  Yes, of course! The best way to give a tour is by purchasing our gift voucher.

  How does it work?

  1. Select the option to purchase a gift voucher on our website.

  2. After payment, you will receive a voucher with a unique code by email.

  3. This voucher is then simply handed over or forwarded to the recipient.

  It’s an ideal solution because the recipient can start the tour whenever it suits them. The voucher is also valid for 2 years.

• Can I return or exchange the tour if it is not to my satisfaction?

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  Thank you for your inquiry. The return policy varies depending on whether you purchased the tour directly or a gift voucher.

  1. Purchased virtual tour

  • No returns or exchanges are possible. A virtual tour is a digital product that you can access immediately after payment. According to the terms and conditions and the law, by purchasing, you agree to waive the 14-day withdrawal period. Therefore, once we deliver the email with the access link, the purchase is considered final.

  2. Gift voucher

  • Returns are possible, but only if they have not been used. If you purchased a gift voucher and decided not to use it, you can request a refund within 14 days of the date of purchase. The key condition is that the voucher has not yet been redeemed for any tour. Once the voucher code has been used, the refund option is no longer available.

  Summary: Simply put, once you have accessed the content (either by buying directly or redeeming a voucher), the transaction is final.

  Our recommendation: we understand that you want to be sure. That’s why we offer a free test demonstration with every viewing, so you can try everything out and make sure the format and technical workmanship suits you before you buy.

• How can I redeem a gift voucher or promo code?

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  Redeeming your gift voucher or discount code is very simple. We have prepared a step-by-step procedure for you.

  How to do it:

  1. Put the goods in the basket. First, select the desired virtual tour (or multiple tours) and add them to your shopping cart.

  2. Go to the basket/checkout. Once you have made your selection, go to the Shopping Cart page or directly to Checkout.

  3. Find the field for the code. On this page you will see a summary of your order. Find the section called “Adding a coupon” (or “Do you have a discount code?” etc.).

  4. Enter the code. Carefully enter your code in the text box provided.

     • Our tip: To avoid typos, we recommend copying (Ctrl+C) and pasting (Ctrl+V) the code.

  5. Confirm and check. Click on the redemption button (e.g. “Apply”, “Apply”). The voucher value or discount must be reflected immediately – the total price of your order will be reduced. You can then complete your order.

  What to do if the code doesn’t work?

  If nothing happens or an error message appears after entering the code, please check the following:

  • Typos: Make sure you enter the code exactly, including upper/lower case letters and dashes.

  • Code validity: Check if your promo code or gift voucher has expired.

  • Promotion Terms: Some discount codes may be product-specific or valid only from a certain order amount.

  • The code has already been used: Each code can only be used once.

  If you have checked everything and the problem persists, please contact us and we will be happy to help.

• Where can I find an invoice or payment receipt?

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  We automatically send it by email together with your access data.

• Is payment secure on your site?

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  Yes, safety is a priority for us. All payments are made through Global Payments’ verified and secure payment gateway GPwebpay, which meets the highest security standards.

Virtual tour

• What do I need to start and follow the tour?

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  Recommendation before buying: try it out! The surest way to make sure your device is compatible is to take a free test drive. You can find it on the product page of each tour. If the preview works smoothly for you, the full version will also run without any problems after purchase.

  If you want to check specific parameters, our tours use Matterport 3D technology, which has the following technical requirements:

  1. Internet connection:

  • We recommend a stable broadband connection with download speeds of at least 15-20 Mbps. Slower connections may take longer to load.

  2. Computer (PC/Mac):

  • Browser: Always use the latest 64-bit version of one of the following browsers: Google Chrome, Mozilla Firefox, Apple Safari or Microsoft Edge. Internet Explorer is not supported.

  • Hardware: The computer should have at least 8 GB of RAM and a graphics card that fully supports WebGL technology. Most computers manufactured after 2016 meet these requirements.

  3. Mobile device (Phone/Tablet):

  • Apple (iOS): the latest version of Safari on iOS 15 or later.

  • Android: The latest version of Chrome on Android 9 or later.

  • In general, the newer and more powerful the device, the smoother your experience will be.

• The tour is not loading or is slow. What to do?

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  If your Matterport tour is not loading, is running very slowly, or is displaying an error, please try the following steps. Almost always, one of these will resolve the issue.

  1. Turn off anonymous mode:

  • The most common cause of problems. The anonymous (incognito) mode in the browser often blocks or limits WebGL technology, which is essential for displaying 3D data. Always start the tour in a normal browser window.

  2. Deactivate the VPN:

  • A VPN service can significantly slow down your connection or, in some cases, block the data needed to load a tour. Try temporarily disabling the VPN and reloading the page.

  3. Check your internet connection:

  • Make sure your connection is stable and fast enough (ideally above 15 Mbps). You can measure your speed here.

  • Try restarting your Wi-Fi router.

  4. Update your browser and drivers:

  • Make sure you are using the latest available version of your web browser. For computers, it also helps to have up-to-date graphics card drivers.

  5. Clear the browser cache:

  • Sometimes old data in the cache can prevent the correct loading. Find the “Clear browsing data” option in your browser settings and select clear cache.

  6. Turn off browser add-ons:

  • Some add-ons, especially ad blockers (AdBlock) or script blockers, can interfere with the functionality of the browser. Try temporarily disabling them for our site.

  7. Restart the device:

  • If nothing helps, a good old-fashioned reboot of your computer or phone can solve many hidden performance issues.

• Do I need special virtual reality (VR) goggles for the tour?

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  No, it’s not. Our tours are designed to be fully functional for everyone. You have a choice of two viewing methods:

  • Standard view (on screen): fully functional on your computer, tablet or phone. In this mode, all elements are available to you, including interactive information points.

  • Virtual Reality (VR): you can use goggles like Meta Quest 3, Meta Quest 2, Meta Quest Pro or Apple Vision Pro to get a unique feeling of actually being there. This mode offers maximum immersion in the space.

  Important note: In VR mode, the focus is on the best and smoothest experience possible. For this reason, some additional features, such as interactive points, may not be available in the VR environment.

• How do I navigate the tour and what can I do in it?

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  The movement is intuitive. Use the mouse or touch the screen to look in all directions. Click on navigation points (wheels on the ground) to move to the next location. The tours also include interactive points (icons) that, when clicked, display additional information, videos, audio guides or photos.

• Can I share my access to the tour with friends or family?

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  The access purchased is for personal use within a single household. Bulk sharing of access data is against our terms and conditions.

Other

• Where can I find out about new tours coming up?

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  Don’t miss any new tours or special events! Follow us on Facebook a Instagramwhere we share behind-the-scenes information and visual tastings. For exclusive news and alerts straight to your inbox, sign up for our newsletter on the homepage.

• My query is not listed here. How can I contact you?

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  If you have not found the answer to your question, please do not hesitate to contact us via the contact form on our website – here or directly at support@kinok.eu. We will be happy to help you.