Tripolo Order Issue Rules

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, and neither is the agent of the other.

1. What counts as an Order Issue

1.0 “Agreed Duration”.

In these Rules, the Agreed Duration is the daily duration of service stated on the Service Page. Where the Service Page does not state one, it is 8 hours per day, running from the time the Traveler and Guide actually meet and including reasonable meal and rest breaks. If Tripolo changes this default it will publish and notify the change under the amendment provisions of the applicable Terms, and a confirmed Reservation keeps the default in effect when it was confirmed.

1.0A “Agreed Itinerary”.

The itinerary shown on a Service Page is illustrative. It shows the type and style of service the Guide offers and is not a promise of particular items.

In these Rules, the Agreed Itinerary is the preferences the Traveler submitted together with the itinerary the Traveler and Guide confirmed for that Reservation through the Tripolo Platform; where the two differ, the itinerary confirmed on the Platform governs. Whether the service differed materially is judged against the Agreed Itinerary, not against the Service Page example.

Where the parties confirmed no itinerary on the Platform, the benchmark is the Traveler’s submitted preferences together with the service type, duration and location stated on the Service Page.

1.1 Order Issue

An “Order Issue” means any of the following, as determined by Tripolo under these Rules:

• the Guide cancels a confirmed Reservation within 24 hours of the scheduled start time, or fails to appear at the agreed time and place
• the Guide Service differs materially from the Agreed Itinerary in Section 1.0A, in any of the following ways:

　　(a) Places or content not covered — the service did not cover the places or content in the Agreed Itinerary, and the Traveler did not agree to the change in advance;

　　(b) Short duration — the service ran more than one (1) hour short of the Agreed Duration in Section 1.0. Actual duration is the difference between the start time and the end time recorded by the Tripolo Platform; a shortfall of less than one hour is not an Order Issue under this limb.

　　This limb does not apply where: (i) the Traveler agreed to finish early; (ii) the shortfall was caused by the Traveler, their party, or something they brought; or (iii) the shortfall was caused by a circumstance outside the Guide’s control listed in Section 1.2(e).

　　Where neither side recorded the agreement, Tripolo determines the matter on the recorded timestamps, the in-Platform messages and both accounts. Marking the trip finished before the service has actually ended, or delaying that mark after it has, breaches the Safety and Conduct Standards and Tripolo may act under Section 22 of the Terms;

　　(c) Changed location — the service location or meeting point changed without the Traveler’s agreement

• the Guide Service cannot proceed safely or lawfully for reasons attributable to the Guide, including the Guide lacking a licence or permit required by law
• the Guide’s conduct during the Guide Service breaches the Terms or a Tripolo Policy in a manner that materially affects the Traveler — including abuse, discrimination, harassment, coerced purchases, or unilateral itinerary changes
• the Guide asks the Traveler to pay the Guide Service fee outside the Tripolo Platform, or to pay the Guide any other amount connected with the service directly — in cash, by transfer, by QR code or otherwise
• any other circumstance of comparable nature recognised by Tripolo

1.2 Not an Order Issue

• The service matched the Agreed Itinerary and the Traveler is dissatisfied only with the experience itself. For example: the Guide’s presentation style, personality or manner of communicating; the sites, restaurants, weather, crowds or queueing times; a pace that differed from what the Traveler expected but stayed within the Agreed Itinerary; or a view formed afterwards that the price did not match the experience. This is not an Order Issue; the Traveler may say so in a review under the Review Rules;
• omission of something that appeared in the Service Page example but was not taken into the Agreed Itinerary, or of anything the Agreed Itinerary expressly excluded;
• changes arising from the Traveler’s own circumstances;
• issues caused by the Traveler, their party, or a pet they brought;
• conditions outside the Guide’s control, including the state of public locations, third-party facility access, transport delays, and weather-related disruption — these fall under the Guide Service Disruption Policy or the Cancellation Policy;
• circumstances covered by the Guide Service Disruption Policy.

2. Submitting a claim

2.1 Contact the Guide first

Before submitting a claim, where feasible the Traveler should message the Guide through the Platform and try to resolve the issue directly. Most issues can be settled on the spot, and it is faster.

2.2 Deadline

A Traveler must raise an Order Issue within forty-eight (48) hours after the end of the service on the final day of the itinerary. The clock runs from the service end time recorded on the Reservation.

2.2A How to raise it

An Order Issue may be raised only through one of these two channels:

• the support channel in the Traveler app; or
• Tripolo support email, support@tripolo.com.

Raising it any other way — telling the Guide, writing it in a review, or contacting Tripolo through social media or a third-party platform — does not count as raising an Order Issue and does not stop the clock in Section 2.2.

Contacting Tripolo through either channel within that window counts as raising the issue in time. You do not have to complete the claim form to meet the deadline — Tripolo will help you complete the details and evidence afterwards, and doing so does not change the time the issue was raised. The time of raising is the time Tripolo’s systems record the message as received.

2.3 Late claims

(1) What these deadlines are. The deadlines in Section 2.2 and in this Section are conditions of access to the process and remedies this Policy provides for a Reservation. They are not a limit on your legal rights and do not shorten any statutory limitation period or any period for bringing a claim. If a claim is not accepted under this Section, that does not affect:

(a) any right you have under applicable law, or any statutory limitation period or deadline for bringing a claim; (b) your right to dispute a charge with your card issuer under Section 16.6 of the Tripolo Traveler Terms; or (c) any right under the consumer protection laws of the place where you habitually reside that cannot be excluded by contract.

(2) Outer limit. A late claim may not be raised later than thirty (30) days after the end of the service on the final day of the itinerary, for any reason.

(3) When Tripolo may accept a late claim. Within that outer limit, Tripolo may accept a late claim in any of these circumstances:

(a) the Order Issue could only be discovered after the Section 2.2 deadline had passed, and you raised it within forty-eight (48) hours of discovering it — for example, the Guide asked to be paid outside the Platform only after the service ended; (b) medical treatment for illness or injury made it impossible to raise the claim within the Section 2.2 deadline (medical records or equivalent); (c) sustained absence of, or block on, network access at your location prevented you using the channels in Section 2.2A (state when and where); (d) the device you would have used was lost, stolen or damaged (state what happened).

(4) What is not a ground. Still travelling, not yet home, time-zone or local-hours difficulty, being busy, and forgetting are not on their own grounds for a late claim — they are inconvenience rather than inability. The channels in Section 2.2A work from a phone anywhere, and raising an Order Issue does not require you to finish your trip or return home.

(5) Deciding. Where you do not give the explanation or supporting evidence this Section calls for, Tripolo may decline the claim. Whether to accept is Tripolo’s decision under this Section, and Tripolo tells you the outcome and the main reasons.

(6) Discretion to accept anyway. Even where none of the circumstances in (3) applies, Tripolo may still choose to accept a late claim. Doing so is a one-off and is not a precedent or a commitment as to any other claim.

(7) Process. A late claim follows the same process as one raised in time, subject to Section 3.2A.

2.4 Evidence

A claim should describe the circumstances and provide supporting material, such as:

• photographs or video
• screenshots of in-Platform messages
• the Guide’s acknowledgement of the issue, if any
• receipts or other written records

2.5 Urgent situations and safety reports

Where personal safety is involved, the Traveler should contact local emergency services immediately and notify Tripolo support. For personal injury, sexual harassment or sexual assault, and for the safety matters covered by Sections 1.1(3) and 1.1(4), the deadlines in Sections 2.2 and 2.3 do not apply, and a delay in reporting does not on its own prevent Tripolo accepting the report.

3. Process

3.1 Guide’s response

Tripolo notifies the Guide on accepting a claim. The Guide must respond with evidence within 48 hours, running from the time Tripolo sends the notice by in-Platform message. Where the Guide does not respond in time, Tripolo may decide on the material available. Before reaching a final decision, Tripolo will normally seek to verify the reported issue with the Guide.

3.2 Payout hold

Payouts for the Reservation are held from the moment the Traveler submits the claim until resolution, and are not deferred pending Tripolo’s acceptance of the claim; where a claim is not accepted on review, the hold is released immediately. No interest accrues during the hold.

3.2A Late claims and Reservations already paid out

A late claim accepted under Section 2.3 is held from the moment of acceptance. Where the Reservation has already been paid out, no hold applies and the loss is allocated under Section 17.3 of the Tripolo Guide Terms, which permits deduction from the Guide’s future settlements under Section 17.3(2).

3.3 Decision timeline

Tripolo will decide within 5 business days of the close of the evidence period and will notify both parties, stating the facts found and the basis for the decision.

3.4 Factors considered

The level of support depends on the nature and severity of the issue, the elements of the service affected, the proportion of the itinerary affected, whether the Traveler discontinued participation, and the strength of the evidence provided.

3.5 Timeliness

The longer after the service a claim is submitted, the less objective material is usually available to either side. Tripolo takes the timeliness of submission into account when assessing the strength of the evidence.

4. Outcomes for Travelers

4.1 Guide cancels before the service begins

the Traveler receives a full refund. How this is processed depends on the payment status of the Reservation:

Where funds have not yet been captured (the payment was only authorised), Tripolo cancels the authorisation. 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.

Where the Reservation was paid for in whole or in part with Tripolo Credit, the credit applied is returned in full to your account (a Guide cancellation falls within Cancellation Policy 1.5(c)), within 24 hours.

Where possible, Tripolo may assist with rebooking a comparable Guide or service, subject to availability and at comparable pricing.

4.2 Other Order Issues

Depending on the circumstances: (a) full refund; (b) partial refund proportionate to the unperformed or non-conforming portion; (c) Tripolo Credit; (d) rebooking assistance.

Where a partial refund involves a mixed payment, Cancellation Policy 1.5 applies. The nature of Tripolo Credit — not withdrawable, not transferable, not exchangeable for cash, and currently without expiry — is set out in Cancellation Policy 1.6.

4.3 Rebooking costs

Tripolo is under no obligation to cover any price difference or additional cost arising from rebooking.

4.4 No double recovery

Where the Guide has already refunded the Traveler directly or otherwise resolved the dispute, Tripolo will adjust any compensation under these Rules accordingly.

5. Outcomes for Guides

5.1 Where an Order Issue is found to result from the Guide’s act or omission, the Guide Service Fee for that Reservation may be withheld in whole or in part and applied to the refund or compensation due to the Traveler. The portions of a refund corresponding to the platform service fee and to taxes are never charged to the Guide.

5.2 The remaining consequences for the Guide — cancellation fees, deductions and pass-through, performance standards, account measures and the related appeal — are governed by Tripolo’s separate terms with the Guide. Those terms apply only to Guides and do not form part of these Rules or of any Traveler’s contract with Tripolo, Inc.

5.3 Where Section 1.1(c) or 1.1(d) applies, Tripolo may suspend the account immediately.

6. Appeal

6.1 Submitting an appeal

Either party may submit one appeal within 7 days of receiving the decision, stating grounds and providing new evidence.

6.2 Review and response

A review reconsiders all the material afresh and is not bound by the original decision. Tripolo will respond within 5 business days.

6.3 Effect

A Tripolo decision under these Rules is final for purposes of Platform administration and the disbursement of funds held by Tripolo, and Tripolo will implement it accordingly. Such a decision does not limit either party’s right to pursue a claim under the dispute resolution provisions of the applicable Terms, or any right under mandatory law.

7. Misuse

7.1 Where a Traveler submits a false claim, fabricates evidence, or uses this process to extract additional benefit, Tripolo may reject the claim and issue a warning, restrict booking, or terminate the account. False or abusive claims breach the Terms.

7.2 Where a Guide submits false evidence, the measures in Section 5 apply more severely.

8. General

8.1 These Rules prevail over the Cancellation Policy only where an Order Issue is confirmed.

8.2 These Rules are not insurance and involve no premium.

8.3 Rights and obligations under these Rules are not transferable.

8.4 These Rules do not limit any right you have under the law of your place of residence.