Reporting a Problem

If something goes wrong before, during or after your trip, let us know. Here's how, and what happens next. The full rules are in our Order Issue Rules.

1. Try your guide first

If you can, message your guide in the app first. Many issues can be sorted out on the spot.

2. How to report a problem

Report it through one of these two channels:

• In-app support: go to Profile, tap Contact Support, describe the issue and submit

• Email: support@tripolo.com

Telling your guide, writing a review, or contacting us on social media doesn't count as a report.

3. Report within 48 hours

To ask for a refund or compensation for a booking, report the issue within 48 hours of the end of your service on the last day of your trip. You don't need every detail straight away. Contacting us in time is enough, and we'll help you add the rest.

If you couldn't report in time, for example because you were in hospital, had no internet access, or lost your phone, we may still accept your report up to 30 days after your trip. Please explain what happened.

4. What counts as a problem

• Your guide cancelled within 24 hours of the start, or didn't show up

• The day didn't cover the places in your agreed itinerary, or the meeting point changed, without your agreement

• The day ran more than an hour short of the agreed length

• Your guide behaved inappropriately, for example with harassment, discrimination or pressure to buy

• Your guide asked you to pay outside the app

• Charges you don't recognise, or questions about a refund

Usually not covered: things outside your guide's control, such as weather, crowds, closures or traffic. It's also not covered if the day matched what you agreed but wasn't to your taste. You can share that in a review.

5. What to include

• What happened, when and where

• Photos or video

• Screenshots of your in-app messages

• Receipts or other records

6. What happens next

1. We notify your guide, who has 48 hours to respond

2. Your guide's payout for the booking is held while we review

3. We decide within 5 business days of the end of that response period and explain why

4. Depending on the issue, we may offer a full or partial refund, Tripolo Credit, or help rebooking

If you disagree, you can appeal once within 7 days of our decision, with any new information.

7. Safety concerns

If you're in danger, call local emergency services first (110 police, 120 ambulance), then contact us. For injury, harassment or assault, the 48-hour deadline doesn't apply. Report whenever you're able to.

We keep the identity of people who report confidential, except where the law requires otherwise, and we never penalise anyone for making a genuine report.