Tripolo Cancellation Policy

Scope: This Policy is a Tripolo Policy incorporated by reference into both the Tripolo Traveler Terms and the 趣菠萝服务条款 (Tripolo Guide Terms). It forms an integral part of both agreements and binds Travelers and Guides alike.

Changes: Amendments follow the amendment procedure in the Terms that apply to you — Section 29.1 of the Tripolo Traveler Terms for Travelers, 【协议的变更】 of the 趣菠萝服务条款 for Guides. That procedure distinguishes material modifications from other modifications: a material change — one affecting fees, liability, dispute resolution or the handling of personal information, or otherwise reducing your rights or increasing your obligations — is notified by email at least thirty (30) days in advance; other changes, such as correcting an error, clarifying wording, adding examples or changing formatting, take effect when posted, with no separate notice. A confirmed Reservation remains governed by the version in effect when it was confirmed. Prior versions are retained for at least three (3) years.

Language: This Policy is published in Chinese and English. The versions are intended to be identical in substance. In the event of inconsistency, the Chinese version prevails for Guides and the English version prevails for Travelers.

Entities: In these Rules, “Tripolo” refers to the Tripolo Platform as a whole. Collection, refunds and the platform service fee in respect of Travelers are carried out by Tripolo, Inc. as merchant of record; Guide verification, settlement and account measures are carried out by 趣菠萝科技（深圳）有限公司. The two companies are under no common ownership, each is responsible only for what it does, and neither is the agent of the other.

Applies to all Reservations formed through the Tripolo Platform. Where this Policy conflicts with the Guide Service Disruption Policy, the Guide Service Disruption Policy prevails.

1. Traveler cancellations

1.1 Refund tiers

The refund depends on when the cancellation request is submitted relative to two cut-off times:

Cancellation submitted / Refund (of Total Price)

• Before the full-refund cut-off — 100%
• On or after the full-refund cut-off but before the no-refund threshold — 50%
• On or after the no-refund threshold, or failure to appear (no-show) — 0%

1.2 Determining the cut-offs

Full-refund cut-off = 00:00 (midnight) at the start of the day falling 14 days before the trip start date.

No-refund threshold = 00:00 (midnight) at the start of the day falling 7 days before the trip start date.

Example. For a trip starting 15 March: the full-refund cut-off is 1 March at 00:00 and the no-refund threshold is 8 March at 00:00. This means you must cancel by the end of 28 February to receive a full refund — cancelling at any point during 1 March already yields only 50%. Cancellations between 1 March and 7 March receive 50%. From 00:00 on 8 March onward, no refund is given.

1.3 Time basis

All times in this Policy are China Standard Time (Beijing Time, UTC+8), regardless of your own time zone.

The time recorded by the Tripolo Platform when your cancellation request is submitted governs.

“00:00 (midnight)” means the instant a date begins, i.e. 24:00 on the preceding day. Note: cancelling during the cut-off day itself already falls into the next tier down.

1.4 How refunds are processed

Tripolo processes the refund within 1 business day of receiving the cancellation and confirming the applicable tier. How this is done depends on the payment status of the Reservation:

Where funds have not yet been captured (the payment was only authorised), Tripolo cancels the authorisation — or, for a partial refund, captures the amount due and releases the balance. The hold is then released by your card issuer, and the timing depends on their processing.

Where funds have already been captured, Tripolo issues a refund to the original payment method. When the funds reach you depends on your payment method and financial institution.

1.5 Tripolo Credit

Proportional return. Where a Reservation was paid for with a mix of card payment and Tripolo Credit, the same refund tier is applied to each portion separately and calculated independently:

Card portion = Total Price − Tripolo Credit applied

Each portion is rounded down to the cent separately. Because each is rounded independently, the two together may come to one cent less than the tier percentage of the combined total.

Timing. Any Tripolo Credit to be returned is credited to your account within 24 hours and may be applied to a future booking.

Full return of Tripolo Credit. In the following situations the Tripolo Credit applied is returned in full, without the tier reduction — because the card portion was only ever authorised and never actually charged:

• the Guide has not yet confirmed the Reservation, or funds have not yet been captured
• the Guide declines the booking
• the Reservation is auto-cancelled because the Guide did not confirm in time
• the Reservation is auto-cancelled because payment details were not updated in time

Refunds handled manually. Where a refund is processed manually by Tripolo support or an administrator, the card portion and the Tripolo Credit portion are determined separately and the proportional rule in (a) does not apply. The card refund cannot exceed the amount you actually paid by card.

1.6 Nature of Tripolo Credit

Tripolo Credit may only be used to book Guide Services on the Tripolo Platform. It cannot be withdrawn, transferred, or exchanged for cash.

Tripolo Credit currently has no expiry date. If Tripolo introduces an expiry period in future, this will be stated when the credit is issued and notified in advance under the amendment provisions of the Terms.

1.7 Cancellation for personal reasons

Where you cancel because of illness, accidental injury, a change of plans, or any other personal reason affecting you or your party, the refund tiers in 1.1 apply without adjustment, whether or not medical or other documentation is provided.

The Guide has reserved that day and turned down other bookings, and Tripolo is not in a position to verify supporting documentation. We recommend travel insurance that covers cancellation for medical reasons — most policies cover documented medical cancellations, and typically more generously than a platform policy could.

Where a government-declared public health emergency or mandatory travel restriction prevents the trip, the Guide Service Disruption Policy applies instead and this Section does not.

1.8 No-show

If you do not appear at the agreed time and place and have not cancelled in advance, this is treated as a no-show and no refund is given. The Guide must wait a reasonable period of no less than 30 minutes after the agreed start time and record this through the Platform.

1.9 Third-party costs are outside this Policy

The Total Price covers the Guide Service only. Transport, accommodation, food and beverages, admission tickets and other third-party services are not arranged, collected or paid for by Tripolo (see Section 2.4 of the Tripolo Traveler Terms).

Accordingly, a refund under this Policy contains no third-party cost, and no deduction is made from a refund on account of a third-party cost. A Guide may not require that third-party costs they have incurred be deducted from your refund, or seek separate compensation from you for them.

Any arrangement you make with a Guide for third-party items is not formed, collected or settled through the Tripolo Platform and is a matter between the two of you. Tripolo is not a party to it, does not guarantee it, and does not provide dispute handling for it. A Guide who asks to be paid outside the Tripolo Platform is dealt with under the Order Issue Rules and Section 22 of the Terms.

1.10 Currency

Refunds are issued in the currency you were originally charged, calculated as the applicable percentage of the original amount charged. Because exchange rates fluctuate, the amount you receive in your local currency may differ from the amount originally debited. Tripolo is not responsible for exchange rate movements or for fees charged by your bank or payment provider.

2. Guide cancellations

2.1 Full refund

Where a Guide cancels a confirmed Reservation, you receive a full refund. The refund tiers in Section 1 do not apply and no fee is charged to you. Section 1.4 governs how the refund is issued.

2.2 No-show and lateness

Where the Guide does not appear, or is so late that the service cannot proceed and you withdraw, Section 2.1 applies. Where the Guide is late but the service still takes place, you may submit an Order Issue under the Order Issue Rules, and Tripolo determines any refund or compensation under those Rules.

2.3 Rebooking assistance

Where a Guide cancellation affects your trip, Tripolo will help you find another Guide or change the date, but does not guarantee an equivalent alternative.

2.4 Arrangements between Tripolo and the Guide

Tripolo deals with Guide cancellations, no-shows and lateness under its own terms with the Guide. Those arrangements are between Tripolo and the Guide, do not form part of this Policy or of your contract with Tripolo, Inc., and do not affect your rights under this Section.

3. Modifications

3.1 Self-service changes are not currently available. The Tripolo Platform does not currently support changing a confirmed Reservation. To change the date, duration, group size or scope, the Traveler must cancel the Reservation and book again. The cancellation is subject to the refund tiers in Section 1, and the new booking is made at the price displayed when the new booking request is submitted.

3.2 Changes handled by support. Where a Traveler and Guide agree on a change, either may raise it with Tripolo support. Whether Tripolo gives effect to such a change is at its discretion and is not an obligation. A change handled by support takes effect as confirmed by Tripolo, and any price difference is settled accordingly.

3.3 No circumvention. A change may not be used to circumvent this Policy. Where a Reservation is moved to a later date and then cancelled, the refund tier is calculated by reference to the original trip start date.

3.4 If Tripolo later introduces self-service changes, the change will be published and notified under the “Changes” provisions of this Policy before it applies.

4. General

4.1 This Policy is interpreted and enforced under the dispute resolution provisions of the applicable Terms.

4.2 Nothing in this Policy excludes or limits any right you have under mandatory consumer protection law.