Reporting a Problem

If something during your Tripolo experience doesn’t go as expected—whether before, during, or after your trip—you can report it through the Tripolo App. Reporting issues helps us keep the platform safe, reliable, and transparent for all travelers. 

1. How to report a problem 

You can report a problem directly through the in-app support form: 

1. Open the Tripolo App 

2. Go to Profile 

3. Tap Contact Support 

4. Describe the issue and submit your message 

Our team will review your report and follow up as soon as possible. 

2. What types of problems you can report 

Guide concerns 

• Unresponsiveness 

• Unprofessional behavior 

• Failure to meet you at the agreed time/location 

• Inaccurate or misleading information 

Trip experience issues 

• Problems with your itinerary 

• Miscommunication around meeting locations or plans 

• Unexpected changes that affected your experience 

Payment or booking issues 

• Charges you don’t recognize 

• Questions about your guide’s booking fee 

• Refund eligibility concerns 

Safety or misconduct 

• Behavior that makes you uncomfortable 

• Suspicious requests, such as paying outside the app 

• Any situation that feels unsafe 

Safety-related reports are prioritized and handled confidentially. 

3. When to contact Support immediately 

Please contact Tripolo Support right away if: 

• Your guide does not show up 

• You feel unsafe or unsure about continuing the trip 

• You experience harassment, discrimination, or inappropriate behavior 

• You suspect fraud or suspicious activity 

If you are in immediate danger, contact local authorities first, then notify Tripolo Support once you are safe. 

4. What Tripolo does after you report an issue 

When you submit a report: 

• Our team reviews the details 

• We may reach out for additional information 

• We assess whether further action is needed 

• Appropriate steps are taken, which may include coaching the guide, issuing warnings, or removing the guide from the platform 

Tripolo treats all reports seriously to help maintain a safe and dependable community. 

5. Your report is confidential 

Tripolo keeps your identity and details confidential. Your feedback will not be shared with guides unless necessary for the investigation.