Tripolo Guide Service Disruption 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: 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 itself, and neither is the agent of the other.

Purpose. Cancellations and refunds are normally governed by the Cancellation Policy, and problems during a service by the Order Issue Rules. In a small number of cases, however, an event outside the reasonable control of either party makes it impossible for a guided day to be completed safely and lawfully on the agreed date at the place of performance. This Policy governs those cases.

Where this Policy applies, the Traveler may cancel and take a refund or a change of date without the Cancellation Policy refund tiers applying; the Guide may also cancel, with no liability for breach and no adverse record.

This Policy is not a contract of insurance and involves no premium.

1. Events within this Policy

1.0 Service Disruption Event

An event listed below that occurs after the Reservation is made and directly prevents the Guide Service being completed safely and lawfully on the agreed date at the place of performance.

Something that causes only inconvenience or a poorer experience, or that can be worked around by adjusting the itinerary, is not a Service Disruption Event, and the Cancellation Policy or the Order Issue Rules apply instead.

1.1 Generally applicable entry restrictions, or closure of ports, airspace or rail

An official change to entry, transit or visa policy, or a closure of transit routes, that applies generally to a class of persons or a class of trips — for example, suspending the issue of visas to nationals of a country, or closing a port or airspace — with the result that travelers in that class cannot lawfully enter the place of performance.

This limb requires the measure to be generally applicable. An individual Traveler’s own visa or border problem is not within this limb — see Section 2(j).

1.2 Mandatory government evacuation or stay-in-place orders

An evacuation order, stay-in-place order or equivalent mandatory order issued by government for the place of performance.

1.3 Military action and other hostilities

War, hostilities, invasion, civil war, terrorist attack, explosion, insurrection, riot and civil disorder occurring in the city where the place of performance is located.

An event occurring outside that city is not within this limb, except as recognised under Section 1.7.

1.4 Mandatory official weather or environmental warnings

The competent authority for the place of performance issues, for the date of the service, a top-level warning or an equivalent mandatory measure, and on that basis requires outdoor activity, gatherings or commercial operation to stop — for example a red-level warning for typhoon, rainstorm, extreme heat, sandstorm or severe air pollution, and the accompanying suspension of work, schooling or transport.

This limb does not turn on how bad the weather or the air actually is. It turns on whether an official mandatory instruction to stop exists. A warning below that level, and rain, heat, cold, haze or poor air quality in themselves, fall under Section 2(g) and are outside this Policy.

1.5 Sudden natural disasters

Earthquake, tsunami, flood, landslide, large-scale fire and similar disasters occurring suddenly at the place of performance. Weather or natural conditions that are common and foreseeable for that location are outside this limb — see Section 2(g).

1.6 Government-declared public health emergencies

A government-declared epidemic, pandemic or public health emergency, and mandatory measures taken under it such as quarantine, lockdown or crowd-control limits.

The line is drawn by consequence, not by disease. This Policy does not define its scope by naming particular diseases. The test is whether the disease, or the public health measures taken in response to it, produces a consequence described in Section 1.0.

Covered: any disease — novel or known — that gives rise to a government-declared public health emergency, mandatory quarantine, entry ban or port closure preventing the guided day from being completed.

Not covered: endemic or seasonal illnesses (such as influenza, or malaria where it is common to the region), and outbreaks that produce no mandatory restriction.

1.7 Other events

Any other event of comparable nature, recognised by Tripolo, that produces a consequence described in Section 1.0.

2. Outside this Policy

The following are not Service Disruption Events, and the Cancellation Policy or the Order Issue Rules continue to apply:

(a) events affecting the Traveler personally or their ability to travel that do not produce a consequence described in Section 1.0; (b) the Traveler’s own accidental injury or sudden illness — including where medical documentation is available. The Cancellation Policy refund tiers apply; (c) government obligations such as jury duty or a court appearance; (d) non-binding travel advisories, or government guidance falling short of a ban or a mandatory instruction to stop; (e) a trip booked to attend an event, where the event is cancelled or rescheduled; (f) transport disruption — airline insolvency, flight cancellation, transport strikes, road closures for repairs, or the Traveler’s own flight or train being delayed so that they miss the meeting — unless itself directly caused by an event listed in Section 2; (g) weather or natural conditions that have not triggered a mandatory official instruction to stop under Section 1.4, including rain, heat, cold, haze and poor air quality, and weather that is common and foreseeable for the location, such as typhoons on the south-east coast in typhoon season or severe cold in a northern winter; (h) subjective concern about destination safety without official basis; (i) events that had already occurred and were public before the Reservation was made; (j) an individual Traveler’s own visa or border problem — including a visa refused, not granted before departure, revoked or cancelled; a visa of the wrong type or validity for the trip; a passport that is expired, damaged, lost, or without enough blank pages; a required transit or connection permit not obtained; being denied boarding by a carrier; or being refused entry at the border. These are not Service Disruption Events even where official documentation is available, and the Cancellation Policy refund tiers apply; the reason is the same as in (a) — what is affected is the Traveler’s own ability to travel, not the place of performance; (k) the Guide’s own circumstances, including their illness, injury, family matters, transport or equipment. That is a Guide cancellation, handled under the terms between Tripolo and the Guide; for the Traveler, see Section 2 of the Cancellation Policy and Section 1.1(a) of the Order Issue Rules.

We understand that sudden illness is distressing. However, the Guide has reserved that day and turned down other bookings, and Tripolo is not in a position to verify medical documentation. We therefore strongly 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 this Policy does not apply, Travelers and Guides are encouraged to reach their own arrangement, such as a partial refund or a change of date. Any arrangement beyond the Cancellation Policy is a matter between the parties; Tripolo neither participates in it nor guarantees it.

3. Determination

3.1 Platform-wide determination

Tripolo may, on the basis of official announcements, publish a determination covering Reservations within a stated period and a stated area. Reservations within that scope are covered automatically, with no need to apply individually.

3.2 Individual application

Where a Reservation is not covered by a platform-wide determination, either the Traveler or the Guide may apply individually. The application must be submitted through the Platform before the agreed start time, or within 7 days of the date of the event, with supporting material such as official announcements, a record of the warning issued, news reports or transport documentation.

3.3 Time to decide

Tripolo decides within 3 business days of receiving a complete application. Where a Reservation is not covered by a platform-wide determination but the Guide genuinely cannot provide the service because of such an event, the Guide may still cancel without liability.

3.4 What to do, and record, when a service is interrupted

Where a service is interrupted after it has started, the Guide must first see the Traveler to a safe place, or confirm with the Traveler what they will do next, and report the time, place and reason of the interruption by in-Platform message. The Traveler may also report it through the channels in Section 2.2A of the Order Issue Rules. Those records are used for the determination under this Section and for the calculation in Section 4.2.

4. Outcome

4.1 Before the service starts

Where this Policy applies, the Traveler may choose:

(a) a full refund, including all taxes and fees, with the Cancellation Policy refund tiers not applying; or (b) a free change of date to another date both parties agree, with any price difference refunded or collected.

4.2 After the service starts

Where the service has started and is interrupted by a Service Disruption Event, the refund is proportionate to the unperformed part. The proportion is calculated as the service time actually delivered against the Agreed Duration, which is determined under Section 1.0 of the Order Issue Rules (where the Service Page states none, eight (8) hours per day). Time is measured in units of half an hour, with any part of less than half an hour not counted as delivered. The Guide is settled normally for the part performed.

4.3 The platform service fee

Refunds under this Policy are initiated by Tripolo, Inc. as merchant of record. The platform service fee is handled as follows:

(a) on a full refund under Section 4.1(a), the platform service fee is refunded in full with it; (b) on a change of date under Section 4.1(b), the Reservation remains on foot and the platform service fee is neither refunded nor charged again; any price difference is handled under that paragraph; (c) on a proportionate refund under Section 4.2, the platform service fee is refunded in the same proportion.

4.4 Costs not covered

Neither Tripolo nor the Guide is responsible for the Traveler’s other losses, including airfare, accommodation, visa costs, return travel, replacement accommodation or rebooking charges. Travelers are strongly encouraged to hold travel insurance covering trip cancellation and unforeseen events.

5. Effect on the Guide

5.1 Where this Policy applies, a Guide who cancels bears no cancellation charge, incurs no breach record, and the cancellation does not affect Service Page ranking or settlement eligibility.

5.2 Such a cancellation is not counted in the Guide’s cancellation record, nor in the related service performance measures.

5.3 The Guide’s calendar is automatically blocked for the cancelled date.

5.4 The Guide does not receive the earnings for a cancelled Reservation; where earnings have already been paid out, the amount is deducted from the next settlement.

6. Relationship with other rules

6.1 This Policy prevails over the Cancellation Policy.

6.2 Where a Reservation falls within both this Policy and the Order Issue Rules, this Policy governs — an interruption caused by a Service Disruption Event is not an “Order Issue” and the Guide bears no consequences for breach. Where there is no Service Disruption Event, the Order Issue Rules continue to apply.

6.3 Where this Policy conflicts with the other terms between Tripolo and the Guide, this Policy prevails.

6.4 This Policy does not limit any right you have under the laws that apply to you

A decision Tripolo makes under this Policy does not affect any other right you have at law.