Tripolo Safety and Conduct Standards

Scope: These Standards are a Tripolo Policy incorporated by reference into both the Tripolo Traveler Terms and the 趣菠萝服务条款 (Tripolo Guide Terms). They form an integral part of both agreements and bind 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.

Why these Standards exist. A Tripolo booking means one Traveler, or a small group, spending hours or days with one Guide in an unfamiliar city. The two have not met before, do not share a first language, and are mostly out of anyone else’s sight.

The trust this requires has to be maintained by both sides. These Standards apply equally to Guides and Travelers — they are not one-sided.

1. What we expect from everyone

1.1 Mutual respect

Treat each other with respect. No discriminatory conduct based on nationality, race, ethnicity, religion, gender, sexual orientation, age, disability, appearance, or language ability.

1.2 No harassment

Harassment of any kind is prohibited, including:

• unwanted physical contact
• sexual remarks, suggestions, or advances
• repeated unwanted requests for personal contact
• photographing, recording, or filming without consent
• following someone, or continuing contact after the service ends without their agreement

1.3 Prohibited conduct

• any unlawful act
• threats, intimidation, or violence
• excessive alcohol or use of illegal drugs during the service
• carrying weapons or controlled items
• damaging another person’s property

1.4 Honest communication

Both sides should communicate honestly about anything material to the service — physical condition, limitations, special requirements.

2. Before the trip

2.1 Arrange the meeting time, place, itinerary, and any special requirements through in-Platform messaging.

2.2 Do not move the conversation off-Platform

In-Platform messages are your record of what was agreed and your evidence if something goes wrong. Moving to WeChat, WhatsApp, or another service removes that protection and may breach the circumvention provisions of the Terms.

2.3 Travelers should tell the Guide in advance about any requirement that affects safety or planning. Say what you need, not why. For example:

• a slower pace, a shorter distance, or less walking
• an accessible route, or somewhere to rest along the way
• an activity to be avoided
• food arrangements you need
• minors or elderly people in the party

Do not provide diagnoses, medical records, or medication details through the Platform. Tripolo does not ask for them, and the Guide does not need them — what the Guide needs to know is how to adjust the itinerary, not the reason.

2.4 Guides should describe accurately the real intensity of the service, terrain, weather sensitivity, and who it suits, both in the Service Page and in pre-trip messages.

3. During the service

3.1 The Guide’s safety responsibilities

• do not take Travelers to places outside the Agreed Itinerary without the Traveler’s agreement
• do not arrange activities beyond the Traveler’s stated ability or that are clearly unsafe
• adjust or stop the itinerary where weather, road, or security conditions warrant
• know local emergency numbers (police 110, ambulance 120, fire 119)
• never pressure or induce spending — shopping, add-ons, or tips

3.2 The Traveler’s responsibilities

• follow local law and site rules
• respect local customs and the requirements of religious sites
• do not ask the Guide to do anything unlawful or unsafe
• look after your own belongings

3.3 Changes

Any significant change requires both parties’ agreement and should be recorded through the Platform. Guides may not change the itinerary unilaterally.

3.4 Stopping the service

Either party may stop the service and contact Tripolo immediately where:

• the other party does anything described in 1.2 or 1.3
• there is a clear risk to personal safety
• the other party is not in a state to take part safely (intoxicated, seriously unwell)

Stopping the service does not affect your rights under the Order Issue Rules.

4. Minors

4.1 Only people aged 18 or over may register on the Tripolo Platform.

4.2 Minors may take part only as members of a party booked by a responsible adult who accompanies them throughout, and who is identified at the time of booking. That adult is fully responsible for the minor’s conduct and supervision.

4.3 Guides may not provide services to a minor who is not accompanied by a responsible adult.

4.4 Where a Guide receives information about a minor, the Tripolo Guide Privacy Standards section 7 applies.

5. Emergencies

5.1 If someone is injured, a crime occurs, or another emergency arises:

Step / Action

• 1 — Contact local emergency services immediately — police 110, ambulance 120, fire 119
• 2 — Get yourself to safety
• 3 — Notify Tripolo through the Platform or at support@tripolo.com
• 4 — Keep evidence (photographs, police report, medical records)

5.2 Tripolo is not an emergency service and cannot substitute for police or medical help

Do not delay by waiting for a Platform response.

5.3 On being notified, Tripolo will help contact both parties, preserve Platform records, and handle the matter under the Order Issue Rules.

6. Reporting

6.1 Report conduct that breaches these Standards through the in-Platform reporting option or at support@tripolo.com.

6.2 Include where possible:

• the time
• the place
• who was involved
• what happened
• any supporting material

6.3 Protection for people who report

Tripolo will not take adverse action against someone for making a report, and will keep the reporter’s identity confidential during handling, except where disclosure is required by law.

6.4 False reports

Submitting a false report, or using the reporting process to extract a benefit, may result in a warning, restriction, or termination.

7. Consequences

7.1 Depending on the circumstances, Tripolo may:

• issue a warning and record the breach
• restrict functionality
• suspend the account
• terminate the account permanently

7.2 Immediate termination

The following result in termination without warning and may be reported to the authorities:

• criminal conduct
• sexual harassment or sexual assault
• threats or violence
• misconduct involving a minor

7.3 Termination does not affect Tripolo’s other rights under the Cancellation Policy or the Order Issue Rules.

8. Tripolo’s role

8.1 Tripolo is a technology platform

It does not deliver Guide Services and does not supervise conduct during a service.

8.2 Tripolo does not conduct comprehensive background checks

A “verified” marker means a specific limited check was completed and is not a guarantee of any person’s character or safety.

8.3 You are responsible for your own decisions about whom to meet and what to agree to

We suggest:

• communicate through in-Platform messaging before the trip
• tell a family member or friend your plans
• keep your phone charged and reachable
• stop and contact Tripolo as soon as you feel uncomfortable

8.4 Travelers are strongly encouraged to hold travel insurance covering medical treatment, accidents, and emergency evacuation. Tripolo does not provide, and does not arrange, any insurance. Any protection or compensation mechanism on the Platform is not insurance. Where a Guide is required to hold liability insurance under Section 9.4 of the Tripolo Guide Terms, that policy is held by the Guide and its scope of cover is governed by the policy itself.

Emergency numbers in China

Police / 110

• Ambulance — 120
• Fire — 119
• Traffic accidents — 122
• Tripolo support — support@tripolo.com